Help Desk Support - SRE

Visier | Vancouver, Canada

Posted Date 10/07/2019

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
  • Knowledge in at least one (1) language, ie: Python, Bash, JavaScript, etc.
  • 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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