Job Seeker Info
SRE - Service Support
Support our clients' technical needs while providing excellent service and promoting a strong understanding of our solution.
What you'll be doing...
Providing Tier 1 support on a variety of application and system issues including application support, basic network support issues and system access issues
Performing centralized administration duties such as setting up new network accounts, password resets and changing access levels in various applications/drives
Learn and work on various technologies that are used in our hosting environments: AWS, VMWare, Cassandra, Postgres, Kafka, Splunk, Jenkins
Uses appropriate communication skills and questioning techniques to assess customer needs in a timely manner.
Maintaining and documenting system procedures and processes
Providing follow-up client contact to ensure satisfactory resolution of requests and to solicit input concerning need for support services
Ensuring quality of the incident record prior to resolving the incident
May be asked to perform other duties as required
What you'll bring to the table...
Post-secondary education and minimum 1+ years experience in a technical-focused Service Desk, Helpdesk or Desktop environment dealing with hardware & software issues
Working knowledge in Linux and Windows operating systems
Must have excellent English oral, comprehension and written communication skills and ability to convert technical terms into everyday language to ensure understanding
Very detailed and team oriented individual with excellent customer service, interpersonal and problem solving skills
Customer service or Service Desk certification training an asset
Knowledge of ITIL Foundations is an asset
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