IT Junior Service Desk (Full-time, Mississauga/Toronto, Canada)

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WHY WE NEED YOU

Our goal is to provide professional and courteous assistance to our teammates, with a genuine desire to understand and solve problems through to completion. Our company has grown in recognition over the last 20 years with multiple top industry leaders as customers. We are looking for smart, hard-working, caring, ambitious talent to keep up with our growth and to figure out better ways to solve new technical challenges.

This position was designed for people starting out in their IT career. Our goal is to effectively train and expose you to multiple technologies and encourage your growth within the company.

ABOUT YOU

  • You love technology and helping others use it
  • You are amazing at troubleshooting problems
  • You can wear many hats and quickly shift gears from one kind of problem to the next
  • You can easily communicate tech to non-technical people with a soft touch
  • You have experience in customer service and can stay calm and collected under pressure
  • You are self-driven and hungry to learn
  • You are talented at managing expectations and your time
  • You love collaborating across teams and are personable, helpful, and incredibly detailed
  • You have always been the go to person for computer questions in your family or among your friends
  • You have built your own computer and have explored learning more about IT in your free time
  • You are pursuing certifications and/or have recently finished your IT degree
  • You are familiar with ITSM and ITIL in particular

WHAT YOU WILL DO

You will work as a team with other IT professionals to provide excellent technical support of our products and services. This role is designed to train you in the skills needed to become a Service Desk Engineer. You will serve as a first responder to requests from our clients and will attempt to troubleshoot requests and or escalate accordingly. As you grow in the role you will take on more and more challenging tasks.

Your goal will be to build a strong reputation among our clients of effective troubleshooting and exceptional customer service. Most of the support you will provide is done remotely through chat, email, phone, and remoting in. You will be challenged with different types of problems to troubleshoot and solve and will give you a broad range of experience in technical support. Specifically, you will:

  • Provide technical support to our customer facing applications and services and assist the IT team with the daily internal IT operation when necessary
  • Problem solve issues related to servers, connectivity, networking, printers, applications, virtualization, security and directory services
  • Ensure a positive client experience and high client satisfaction
  • Function as a first responder to new incidents or calls on client’s technical issues.
  • Assist in developing documentation, knowledgebase and best practice guides following ITSM and the ITIL V3 Framework
  • Communicate highly technical information to both technical and non-technical users
  • Escalate your client request upward if you can’t solve it

WHY WORK AT CaseBank Technologies, Inc.

  • 4.8 rating on Glassdoor. Our employees rave about our amazing culture
  • Fast growth. We have been growing consistently for the last four years
  • Plenty of opportunities for advancement.
  • Our leadership values prioritizing family, and models the way
  • We genuinely care about our employees and the clients we serve

REQUIRED EXPERIENCE

  • 1 year of experience in a first line helpdesk role in an enterprise environment
  • Excellent verbal, written and telephone communication skills
  • Answering customer phone calls placed to the ServiceDesk number, logging calls in the ticketing system and responding to requests for support made by online methods
  • Technical Desktop support experience

THE COMPANY

CaseBank Technologies, a Division of ATP, is a company that commercializes a diagnostic software tool, SpotLight®, for the troubleshooting of aircraft, engines, and other complex equipment and a SaaS web application, ChronicX®, which helps airlines and MROs improve the health of their fleets by providing an innovative approach for detecting and managing recurring defects.

In December 2016 CaseBank was acquired and merged with ATP by the Chicago-based private equity firm ParkerGale Capital who continues to reinvest in growing and enhancing the business and its product lines.

The interested applicant should send their resume and cover letter to [email protected]