Who We Are

With every job, there's always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It's because at some point, we've all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

What You'll Do:

Reporting to the Assistant Manager, Service Desk, you'll be responsible for handling incoming requests from system users for technological assistance by assessing problems and assigning tasks to appropriate technical staff.

The core parts of your role will be to:

• Responds to, evaluates and prioritizes incoming telephone, voicemail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
• Interviews user to collect information and investigates the source of the incident(s). Reviews actions taken by user. Assesses cause of incident determining whether it is related to hardware, software, cabling, telephones, etc., and resolves the incident. Escalates all other incidents to second-level technicians as required.
• Identifies, researches, isolates and escalates (when necessary) incidents to assist in resolution of network and hardware problems. Follows up to ensure resolution and communicating to appropriate parties, as required.
• Uses a service management database to log and track service requests, ensuring maintenance of all historical records and problem documentation.
• Prioritizes, and categorizes user problems and distributes workload to other technical staff, as required.
• Prepares help desk incident reports and various standard statistical reports, as required.
• Ensuring all tickets are adequately documented on closure
• Strive for first call resolution with issues including but not limited to password resets, spam quarantine release, Microsoft Office, E-mail, voicemail, auto attendant, Web Hosting, and browser configurations
• Analyzes and evaluates incident reports and offers recommendations to users and managers to reduce help-line incident rates.
• Consults with technical staff and provides information regarding recurring software, hardware and user-related incidents.
• Liaises with software and hardware vendors, requesting and tracking service as required.
• Commits to timelines and acts as a liaison between information technology services and users.
• Sorts, labels and catalogues files, disks, program licenses and materials.
• Maintains quality of service and keeps information confidential to protect operations.
• Performs other duties within competence, as assigned.

Let's Talk About You:

This is the unique blend of skills and experience we would love to see in an ideal candidate:

• A college diploma in computer science or a related subject.
• An MCSE designation or working towards completion.
• A minimum of three years' experience as a service desk technician or in a related technical field.
• Thorough knowledge of personal computer and Microsoft Office systems.
• Advanced knowledge of Microsoft Office Product Suite.
• General knowledge of network management.
• Basic knowledge of LAN and WAN.
• The demonstrated ability to use innovative methods to provide outstanding service in an accurate and efficient manner.
• The demonstrated ability to effectively communicate technical subject matter to end users.
• Superior time management and organizational skills to manage competing priorities, including project management skills.
• The ability to communicate in French is considered an asset.

We also consider your potential. If you know you have what it takes to do the job, but your experience doesn't exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.

Some of the Perks We Offer:

We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you'll love working here:

• Rewarding salary and bonuses that truly value your dedication
• Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario)
• Access to a wealth of learning resources, including LinkedIn Learning for professional development
• Flexible work-from-home and hybrid options
• Unlock your potential with opportunities for advancement

Let's work together! If you are interested in this opportunity, please apply online.

OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.

We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.

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