Systems Support Representative
Number of openings: 1
We are currently recruiting for a strong client service oriented System Support Representative in our Toronto office. This position provides service desk support to computer users by identifying problems and finding solutions related to computer hardware, application software and desktop technology. Other duties include maintaining a log of service desk calls and assisting in troubleshooting; performing installation, configuration, maintenance and upgrades of computer equipment and software and providing first-level guidance and training to users.
Major Responsibilities and Duties:
· receives requests for service via telephone, e-mail and SIMMS ticketing system from end users
· provides quality computer support to end users, troubleshooting application software issues as well as PC hardware and printer issues
· analyzes, defines and researches the end user's problem, identifies root cause, and implements/recommends solutions to appropriately resolve issue to the end user's satisfaction
· provides appropriate escalation of support requests for expedient resolution
· follows the SIMMS's established service standards to ensure consistent quality service is provided to internal customers
· identifies recurring problems/trends; notifies and works with the programming team to reach root cause solutions
· performs upgrades on equipment, software application installations and maintenance as well as hardware configuration
· provides remote computer support as well as installations for SIMMS users as requested
· recommends changes to processes and procedures to improve End User Support services and SIMMS applications
· maintains confidentiality of all computer-based information related to the SIMMS, its clients and its employees
· performs other assignments as required, i.e. tasks related to system implementation
Qualifications:
- University degree in Computer Science or equivalent combination of education and experience.
- English and Russian languages proficiency
- Knowledgeable with at least 2 of years experience in UNIX, Linux and Microsoft operating systems.
- Previous technical experience is a great asset.
- Exceptional problem-solver with very good troubleshooting skills.
- Good understanding of hardware.
- Must be self-motivated, eager to learn and grow and have excellent communication skills.
- Works well with the product development team.
We thank all applicants for their interest in SIMMS, however, only chosen applicants will be contacted. SIMMS is an equal opportunity employer.
To apply for this position, please quote the job title (Systems Support Representative) and forward your resume, cover letter and references to: careers@mysimms.com
