Technology Support Specialist

Who you are

• 2-3 years of experience working within a customer-facing role. Experience within a retail, hospitality or customer service environment is considered an asset Hands-on experience with A/V equipment for boardroom setups
• Knowledgeable in administrating Microsoft Applications, hardware setup and software setup/configuration (some networking)
• Experience working with and/or using Windows based systems, Apple OSX operating system, Microsoft Office and/or Office 365 considered an asset
• Working knowledge or hands on experience with virus protection software
• Excellent verbal and written communication skills
• Experience using ServiceNOW or a similar ticketing system to manage workloads
• Multi-task and manage a variety of diverse (and sometimes conflicting) requests, priorities and activities
• Ability to work a flexible schedule, which sometimes may include evening and or weekend hours as needed
• Open to On-Call rotations with other IT members to assure fulltime support for PointClickCare Onsite employees
• Experience in removal of malware and viruses on user issued equipment Experience using AI in a technical capacity to assist in automating daily workloads
• Assist in New-hire employee onboarding
• Tracking, restocking and reporting for IT Asset Management and Inventory
• Working with the ETS Manager to provide training services to PointClickCare staff on IT systems and equipment
• Providing technical support to remote offices as well as playing a key role in the technical onboarding of new remote sites

What the job involves

• A successful candidate will be part of the Technology & Support Services department, working on the Employee Technology Services team providing tier 1 technical support to the staff of PointClickCare, as well as working at the PointClickCare IT Bar in the Toronto, Downtown Office (The Well)
• Complete initial (T1) triage and technical support of all cases as they are submitted to the TSS department
• Ensure proper routing of cases to correct teams within and outside the TSS department based on requested work or reported issue
• Help in setup and deployment of standard configurations for laptop computers and mobile devices
• Onboarding, Technology support and Help Desk solutions for the Toronto, Downtown Office (The Well)
• Investigating, providing and documenting workarounds for newly discovered incidents