Title : Tier 1 Technician - Support Services

Employee Working Location : In-person (Vancouver, BC)

Employment Status : Permanent Full-time

Salary Band : $48,433 - $60,541 / year

The Canadian Red Cross (CRC) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role, you will :

• Provide first-level technical support to end-users via phone, email, or chat for hardware, software, and networking issues.
• Troubleshoot and resolve basic technical problems, such as password resets, connectivity issues, and software installations.
• Document all support activities, troubleshooting steps, and resolutions in the ticketing system.
• Install, configure, and maintain hardware and software based on user requirements.
• Provide assistance with meeting room conference hardware/software and providing on-site support for meetings.
• Field incoming requests to the Tier 1 via telephone, e-mail, and web to ensure courteous, timely and effective resolution of end user issues.
• Documenting all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Build rapport and elicit problem details from users.
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
• Working with our Tier 2/Infrastructure teams to support hardware, network, or printing issues on-site or remote.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access knowledge bases and articles, FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Reinforce SLAs to manage end-user expectations.
• Escalate unresolved issues to Tier 2 or Tier 3 support when necessary, ensuring proper hand-off and follow-up.

What we are looking for :

• College diploma or university degree in the field of computer science and/or two years equivalent work experience.
• Certifications in A+, Network+, MCDST, HDI CSR an asset.
• Basic understanding of Active Directory, remote desktop tools, and ticketing systems.
• CompTIA A+ certification or equivalent technical certifications or equivalent work experience.
• Experience with hardware and software installation and maintenance.
• Previous experience supporting end users in a business or enterprise environment.
• Strong written, oral communication, and documentation skills.
• Working knowledge of server operating systems, including Windows Server, Active Directory, Microsoft Exchange, Microsoft Intune.
• Working knowledge of applications such as Microsoft Products an Asset (M365).
• Familiarity with the fundamental principles of ITIL an asset.
• Exceptional customer service orientation.
• Ability to work closely with and support the urgent request of VIP's.
• Ability to conduct research into a wide range of computing issues as required.
• Experience working in a team-oriented, collaborative environment.
• Fluency in English is required, French is an asset.

Working Conditions :

• Overtime may be required during Emergency Responses.
• Occasional travel may be required.
• 35-hour hybrid work week including a blend between on-site and remote work. On-call availability required on a monthly rotation.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).

#RegularRecruitmen

Salary Band:
$48 433 - $60 541