Procom is looking for a Service Desk Technician L2 on behalf of our client in the Consulting Sector. This position is crucial for providing outstanding customer service and technical support to end-users. If you have a strong desire to learn and a commitment to excellence, we want to hear from you!
Key Responsibilities
As a Service Desk Technician L2, your responsibilities will include:
- Delivering exceptional customer service and technical account management.
- Monitoring the ticket queue, routing requests to appropriate teams when necessary.
- Documenting all end-user requests and interactions in the ticketing system.
- Diagnosing, troubleshooting, and resolving hardware and software issues using tools like RDP, BigFix Remote Control, and VPN software.
- Supporting and troubleshooting Video Teleconferencing (VTC) and Video Online (VOL) systems.
- Collaborating with Engineering and other support roles within the organization.
- Preparing reports for management and building a knowledge base for procedures.
- Participating in training and quality improvement programs.
- Assisting with other duties or projects as assigned.
Mandatory Skills
To be eligible for this position, you must have:
- An Associate’s degree in Information Technology or a related field.
- Formal Windows classroom training and certifications in Microsoft technologies.
- Proficiency in PC hardware troubleshooting and knowledge of DNS, FTP, SMTP, TCP/IP, and LDAP.
- Strong experience with Windows 10 and Microsoft Office.
- Excellent verbal and written communication skills and attention to detail.
- A minimum of 1-2 years of service desk operations experience with proven expertise in Windows technologies.
- Basic understanding of IT enterprise infrastructure, including networks, systems, and telephony.
- The ability to work independently and balance priorities effectively.
Preferred Skills
While not mandatory, the following skills are advantageous:
- Experience with ServiceNow.
- Familiarity with an agile operations model.
- Experience in a Microsoft 365 work environment (MS Teams, SharePoint, Exchange Online).
- Relevant Microsoft desktop certifications (e.g., MCSE, MCSA, MTA) are highly desired.
- ITIL certification and certifications in Windows system management are pluses.
- Linux certification is an asset.
Assignment Details
- Start Date: As soon as possible
- Duration: Initial assignment for 7 months
- Location: Ottawa, ON – Onsite work
How to Apply
If you’re passionate about technology and customer service, and meet the qualifications for this role, please submit your resume and cover letter. We look forward to reviewing your application!