IT Support Tech - Tier 1

IT Support Technician-Tier 1

POSITION SCOPE:

As a Support Technician- Tier 1, you will provide support for our internet, television and telephone services to customers vial phone, email and computer chat. You will ask appropriate questions and use knowledge and resource to diagnose and resolve their issues. You will escalate issue that extend beyond Tier 1 span of control.

RESPONSIBILITIES:

• Talk to customers over the phone or via email to provide solutions to technical problems

• Perform diagnostic tests and troubleshooting to identify clients’ issues

• Explain and provide IT solutions to customers in non-technical and comprehensible terms

• Develop and implement technical procedures effective in quickly addressing customers’ problems to minimize downtime.

• Respond to inquiries about hardware/software issues

• Educate clients on procedures for resolving or preventing recurrence of a technical problem

• Logging call activity

• Other various duties assigned by Supervisor.

EDUCATION, EXPERIENCE, TRAINING AND OTHER SKILLS

• Attention to detail

• An ability to communicate and work in a team.

• Interpersonal skills

• Problem solving skills

• 2yrs experience in the IT Industry.

• College Diploma in Information Technology is preferred

• Ability to work afternoons and weekends is considered and asset.

Please send your resume to mnsi-hr@mnsi.net for consideration.