Our Toronto client is seeking a Service Desk Technician to join their team!
Reporting directly to the Senior Manager of the Service Desk, the Frontline Technician provides comprehensive tier-1 and tier-2 technical support for hardware, software, and peripheral ecosystems. This dynamic role bridges the gap between remote management, phone-based troubleshooting, and hands-on, deskside support. We are looking for a proactive problem-solver dedicated to delivering exceptional customer service while consistently meeting and exceeding established service levels (SLAs).
Key Responsibilities
Triage & Troubleshooting: Provide rapid tier-1 remote support and deep-dive tier-2 investigation, diagnosis, and resolution for desktop hardware and software challenges.
Deployment & Mobility: Efficiently install, configure, deploy, move, and optimize workstations (desktops/laptops), monitors, peripheral cabling, network printers, VoIP office phones, and corporate mobile devices.
Deskside Excellence: Step up to provide high-touch, in-person deskside support for complex technical issues that cannot be resolved via remote tools.
Ticket Lifecycle Management: Analyze, resolve, and thoroughly document local and remote user technical issues and service requests within the ticketing system in a timely manner.
Customer Advocacy: Deliver an outstanding customer experience, translating complex technical troubleshooting into clear, empathetic guidance for end-users.
Knowledge Sharing: Champion continuous improvement by creating, updating, and maintaining articles within the technical knowledge base.
Team Collaboration: Facilitate knowledge transfer and informal training to empower both internal team members and end-users.
Required Qualifications & Skills
Education: University degree or college diploma in Information Technology, Computer Science, or a closely related field.
Core IT Experience: A minimum of four (4) years of recent, hands-on IT support experience.
Tier-2 Specialization: A minimum of three (3) years of recent, demonstrated experience delivering tier-2 IT service desk support within an active operations environment (handling both remote and deskside resolution).
Technical & Core Competencies
End-User Architecture: Proven expertise troubleshooting, configuring, and documenting issues related to PC/laptop hardware, operating systems, peripherals, and corporate software.
Microsoft Ecosystem: Advanced knowledge and hands-on support experience within the Microsoft Windows environment and the Microsoft 365 suite of productivity tools.
Communication: Exceptional interpersonal and communication skills, with a proven track record of handling high-pressure technical issues with patience and professionalism.
Modern Tooling: Experience utilizing enterprise IT Service Management (ITSM) platforms (e.G., ServiceNow, Jira Service Management) for incident, request, change, and asset management.
ITIL Framework: Familiarity with ITIL framework procedures, service level agreements (SLAs), and structured knowledge management practices.
Networking Fundamentals: A solid grasp of basic networking principles (TCP/IP, DNS, DHCP, Wi-Fi) to efficiently troubleshoot local and remote connectivity issues.
Technical Writing: Demonstrated experience drafting clear technical documentation, user-facing self-help guides, or standard operating procedures (SOPs).
