Desktop Support Technician

Are you passionate about providing exceptional IT support to clients? Do you thrive in a fast-paced environment where your technical expertise makes a real difference? We are seeking a skilled Desktop and Network Support Technician to join our team within the Operations Division, Division 4 of our organization. Your primary goal will be to deliver timely, competent, and efficient support to clients across various aspects of their IT infrastructure.

Key Responsibilities:

• Provide basic and mid-level support for desktops, networks, and basic server systems.
• Ensure clients receive prompt and professional assistance, demonstrating care and commitment to their success in the IT arena.
• Maintain high levels of communication and professionalism while delivering solutions.
• Meet and exceed client expectations by delivering services three times faster than anticipated.
• Retain clients by delivering exceptional service and fostering positive relationships.

Key Performance Indicators:

• Client retention through exceptional service.
• Improved technical service delivery efficiency and effectiveness.
• Data accuracy and relevance in managing business operations.
• Timely delivery of service with high levels of communication.
• Billable hours management.

Requirements:

• Minimum 5+ years of active and current experience in Tier 2 technical support.
• Proficiency in IT infrastructure including basic servers, networking systems, desktop security, remote cloud computing, Microsoft 365 administration, hosting, web services, and hardware/software.
• Strong technical troubleshooting and problem resolution skills.
• Solution-oriented mindset with a focus on process improvement.
• Ability to manage relationships and resolve conflicts effectively.
• Willingness to work flexible hours and go the extra mile to meet client needs.