Descrição
Helpdesk Agent Tier 1
Status:Permanent Full-Time
Location:Remote-based position.
Lifemark began over 20 years ago and is currently in a period of significant expansion. Born and bred in Canada, Lifemark has over 5000 employees and provides services in over 300 physiotherapy clinics across the nation. Lifemark operates a Seniors Wellness division providing services to over 165 long-term care and retirement homes in Ontario and BC, as well as a homecare division operating under the Community Advantage Rehab brand. Lifemark is a leading provider of Medical Assessments performing independent medical assessments across Canada under the Viewpoint brand.
Primary Responsibilities:
- Daily management of helpdesk tickets and level I support requests
- Remote and onsite support when required
- Maintain documentation of support and infrastructure
- Manage recommendation and obtain approvals for procurement of IT equipment and software
- Setup and installation of new systems and IT equipment
Core Competencies:
- Excellent time management skills
- Strong written and verbal communication
- Work with different divisions understanding their needs
- Set clear expectations and define key performance indicators for self
- Work within a team environment providing insight when appropriate
- Change, incident and problem management according to ITIL
Additional Qualifications:
- Extensive knowledge of Microsoft Windows operating systems and MS Office 2010/16/O365
- An understanding of network topologies and protocols (including firewalls, routers, switches, etc)
- Understanding of remote management tools and techniques
- Experience with Microsoft Active Directory
- Knowledge of mobile platforms
- Some knowledge of Microsoft windows server platform
Experience:
- Superior customer service experience, technical support and IT field support is required