Service Desk Technical Lead - Remote

Overview

The Service Desk Technical Lead is responsible for providing support to client’s technical issues, supporting and mentoring co-workers, acting as escalation point between Service Desk and Infrastructure Administration Team, ensuring call volume is under control, SLAs are met or exceeded and ensuring clients are receiving efficient, polite, accurate and prompt service.

In Short

• Provide technical assistance and mentor co-workers.
• Work on incident tickets and provide resolutions.
• Apply advanced diagnostic techniques to identify problems.
• Ensure documentation of client problems is current.
• Act as an escalation point for issues.
• Manage escalations to Centralized Services and vendors.
• Follow up with clients to meet response times.
• Participate in after hour on-call support.
• Analyze and report on trends in incident tickets.
• Maintain knowledge of relevant technology.

Requirements

• Post-secondary diploma or degree in Computer Science/IT.
• 5+ years of Service Desk experience in an MSP environment.
• Excellent problem solving and analytical skills.
• Superior interpersonal and communication skills.
• Ability to work in a fast-paced team environment.
• Experience with Server Virtualization technologies.
• Strong experience with Windows Server and Office.
• Knowledge of networking and Active Directory.
• Certifications in Virtualization technologies are an asset.
• ITIL Certification is an asset.

Benefits

• Comprehensive Group Benefits Program.
• Paid Holidays and Vacation.
• Company-paid life Employee Assistance Program.
• Company-paid training and materials.
• Performance-based bonuses.
• Flexible/hybrid work arrangements.