Deskside Technician

Being a part of BrokerLink, means you live our values: to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present.

We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism.

We want to invest in you! Your success is our success and our purpose of "we're here to help people" is what motivates us to keep the amazing talent we attract, for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements!

The Position:

We are looking for an Deskside Technician to join BrokerLink and work out of one of our offices in Alberta, Ontario, or Atlantic on a Permanent FT Basis.

Desktop support technicians perform various functions to keep the daily operation of end user devices and software functionality in top working state.

As part of our employee promise, here are some of the many perks of working with us:

• Flexible health and dental insurance benefits package
• Personal Spending amount to invest in your healthy lifestyle
• RRSP - Registered Retirement Savings Plan with Company matching
• ESPP - Employee Share Purchase Plan (TSX:IFC) program with matching aspect
• 'Dress for your day', dress according to your daily schedule
• Competitive compensation package with bonus aspect
• Employee discount program, including Apple, Bell, Rogers and more!
• Paid Time Off in the form of: Personal days, Volunteer days, Exam/Study Time, Jury Duty and starting at 3 weeks of vacation per year!
• Working for an employer who is regularly recognized as one of Canada's best employers such as Kincentric 2023

What you will be doing:

• Installs, configures, maintains, and supports all end user devices and software
• Creates and maintains documentation including network diagrams and SOP's
• Provides end-user technical support and training
• Can assist with hardware and software product research, evaluation, and procurement
• Demonstrates excellent interpersonal communication skills
• Triage, action and respond to assigned tickets escalated from Tier 1 Support
• Support issues with, Telephony equipment, software functions and access
• Onboarding and off boarding end user devices & telephony set up
• Troubleshoots, diagnoses, and resolves hardware, software, and other network problems
• Assist in updating and preserve computer inventory and surplus equipment
• Sustain and fix issues with Video systems and other computing equipment
• Assist in testing and deployment of new applications and systems
• Maintain an excellent level of customer service, ensuring that all customers are treated efficiently and in appropriate manner
• Resolve issues by conducting problem analysis to implement temporary or permanent solutions
• Meet and maintain, assigned team and individual key performance metrics including organizational SLA metrics.

What you bring to the table

• University Degree or College Diploma in related discipline or applicable professional experience
• Experience that demonstrates the importance behind detailed incident logging
• Excellent English communication skills (verbal and written)
• Team player, self-starter, and ability to think and resolve issues independently
• Preference given to those with Azure certifications, or work experience
• Preference given to those with Finesse or other telephony management tools, or work experience
• Ability to set the appropriate priorities to new and existing workload
• Excellent customer service orientation and ability to collaborate.
• Excellent written and verbal communication skills, adapting to fit audience and message.
• High degree of professionalism, with demonstrated ability to live our values.
• Experience with Incident Management Systems, Remote Support Tools and Microsoft office productivity and suites
• Valid driver's license recommended

We thank all applicants for their interest, but only those selected for an interview will be contacted.

BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process.

BrokerLink is committed to creating and maintaining an inclusive environment which embraces our diversities and sees them as our strength! We want to foster a workplace that makes all our team members and customers feel welcome and appreciated.

Discover more about BrokerLink! Visit our new dedicated Webpage - https://www.brokerlink.ca/campaign/discover-brokerlink

At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!