Technical Support Specialist / Help Desk
Technical Support Specialist / Help Desk Location: Town of Mount-Royal **5 Week Project POSITION DUTIES AND RESPONSIBILITIES: Provide first-level support to customers’ requests by phone, email, and voice mail. Perform diagnostics of customers Hardware / Software issues. Resolve customers Hardware / Software issues by troubleshooting over the phone with customer contacts. Refer customers Hardware / Software issues to second-level support when necessary. Ensure accurate cataloguing of all calls handled within Remedy. Perform follow-up call-backs with customers. Keep up-to-date on all Support Center processes and troubleshooting procedures. REQUIREMENTS: (Knowledge, Skills and Abilities) Knowledge of Windows operating system, Hardware, Software, PC assembly, PC Components and Networking. Must have the ability to think logically and work within a team environment. Excellent customer service and interpersonal skills. POS experience desired (not required) Excellent communication skills (English/French - Must be bilingual). EDUCATION and/or WORK EXPERIENCE: DEC in relevant field and 1-2 years equivalent work experience. **** May be required to work evenings, nights, and weekends. Keywords: Technical Support, Help Desk, helpdesk, Desktop Support, Technician, Field Technician, Support Analyst, Hardware, Software
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