Northwestel is actively seeking an enthusiastic IT Technician to provide 1st and 2nd level technical support for internal customers. As a IT Technician, you will report to the IT Operations Manager. You will have the opportunity to analyze, troubleshoot, resolve and maintain hardware/software and basic network support issues.

• Provide 1st level support via phone or remote control for internal customers by logging problems/requests/issues and where possible providing assistance on a variety of hardware and software problems including operating system support, peripheral devices (printers, monitors, PC’s, etc.), communication problems, application support and system access problems.

• Provide 2nd level technical desktop support for internal customers on a variety of hardware and software problems including operating system support, communication problems, application support and system access problems.

• Work with end-users in analyzing, troubleshooting and resolving hardware/software and basic network support issues.

• Perform centralized network administration duties such as setting up new Network/email accounts, password resets and changing access levels in various applications.

• Perform installation, testing and maintenance of desktop/laptop hardware and associated software components.

• Re-image computers, perform data migrations and restorations, and conduct remote problem solving

• Perform in-house desktop/laptop repairs for equipment not under warranty, and initiate service from maintenance vendor if not repairable in-house

• Provide technical input into desktop architecture and infrastructure planning as a member of the planning team.

• Utilize 2nd and 3rd level support when necessary to resolve incidents and re establish normal customer service within service level parameters.

• Troubleshoot customer reported incident and initiate corrective action by walking user through solution or remote control of user’s desktop computer.

• Uses appropriate communication skills and questioning techniques to assess customer needs in a timely manner.

• Performs analysis concerning incident reports, identifying potential common source patterns to identify problems or major incidents.

• Maintain and document system procedures and processes.

• Provide follow-up client contact to ensure satisfactory resolution of service requests and to solicit input concerning need for support services.

• Analyze and research technical solutions to customer problems and maintain, and document system procedures and processes.

• Monitor incidents for escalation, ability to escalate to management of incidents not being action in a timely way.

• Communicate outages (planned or unplanned), major changes to key stakeholders.

• Ensure quality of the incident record prior to resolving the incident.

• Be available and willing to work scheduled and unscheduled overtime (on Standby as per LOU or via Call out), including Saturdays and Sundays as required.  

• 2 year IT related diploma/certificate or A+ certification and 1 of the following Microsoft certifications (MCDST, MCITP, MCTS, MCSA, MOS, MTA, MCSE).

• 2-3 years experience in IS/IT support preferably in Service Desk, Helpdesk or Desktop environment dealing with hardware & software issues.

• Must be able to demonstrate qualifications by passing an exam with a grade of 70% or better.

• Excellent working knowledge of:  

• Windows client operating systems (Windows 10), Active Directory, LAN desk, Microsoft Outlook and TCP/IP protocols.

• Desktop application software, including Office 365, Microsoft Edge, Chrome, Firefox, VMware and Database clients.

• Must be able to follow process and management directives.

• Must have excellent English oral, comprehension and written communication skills and ability to convert technical terms into everyday language to ensure understanding.

• Very detailed and team oriented individual with excellent customer service, interpersonal and problem solving skills.

• Demonstrated ability to work well under pressure and handle frustrated clients.

• Must be able to multitask in order to reprioritize tasks quickly and deal with constant interruptions while maintaining a high level of professionalism.

• Experience using an incident tracking system an asset.

• Customer service or Service desk certification training an asset.

• Knowledge of ITIL Foundations or equivalent experience an asset.

• The ability to lift/carry/move weights up to 50lbs.

• As part of the recruitment process for this position, candidates may be required to take pre-employment tests and/or complete work simulation exercise to assess job fit.