IT Support Specialist – Tier 1

Job title: IT Support Specialist – Tier 1

Company: EMCO

Job description: At EMCO Corporation, our widespread success comes from an uncompromising commitment to our people. We believe in empowering our people to act like owners and make a difference within our business and in the lives of the customers we serve. If you want to join an innovative, nationally recognized, and growing company – then come explore a career with us!

Our IT Department has an immediate opportunity available for an IT Support Specialist – Tier 1 at our London, Ontario head office.

Position Summary

As a member of the IT Operations Team and reporting to the Infrastructure and IT Operations Team Lead, you will be responsible for providing first line technical support to EMCO teammates at one of our 270 Profit Centres across Canada and our National Support Centre in London, ON. The IT Support Specialist – Tier 1 will ensure teammates are receiving the highest quality of customer and technical services in adherence with established service levels. This includes remote provisioning of hardware and software for teammates, remote troubleshooting and isolation of hardware, software and network issues reported by teammates and resolution of these issues.

The EMCO Tier I IT Support Team provides 5 x 12 support and therefore all members of the team must be willing and able to work shifts and have their own transportation.

Key Responsibilities

Reporting to the IT Operations Team Lead, this position is responsible for ensuring that business end users are receiving the highest quality of service in adherence with the established support service level objectives. The IT Support Specialist – Tier 1 will be primarily responsible for:

• Intake of end user support inquiries
• Logging support inquiries and related activity through the support incident lifecycle
• Day to day monitoring, tracking and coordination of service desk incidents
• Prioritization and resolution of support inquiries per the established support service levels
• Initial triage and management of end user hardware, software or network issues
• Strive for first call resolution
• Collaborating with the Tier 2 IT Support Team when issues cannot be cleared directly
• Maintain computer end user hardware, software, mobile phones, and configurations
• Provision and support maintenance of end user accounts, permissions and passwords
• Provision and support maintenance of mobile and VOIP phones
• Work with EMCO hardware provider on procurement and provision of new end user hardware
• Triaging issues with office equipment such as copiers, printers, fax machines
• Perform other related activities as necessary or as assigned

Qualifications

Education and Experience

• Post-secondary degree or diploma in computer science or information technology
• Two years experience in a customer service facing role preferably within a support centre
• Two years experience supporting hardware, software and networking environments
• Strong organizational skills with the ability to communicate well both verbally and in writing

Technical

• Knowledge of computer hardware, including desktops/laptops/tablets, mobile phones, printers/copiers
• Experience with supporting Windows, IoS and Android operating systems
• Experience with desktop applications, desktop operating systems and server operating systems, including Microsoft Outlook, Microsoft Office Suite, Microsoft Terminal Services (RDP), Active Directory
• Knowledge of Microsoft 365 Administrator, including Azure Active Directory, Exchange Online, Endpoint Manager
• Knowledgeable in managing and supporting antivirus system

Other Skills

• Exceptional customer service orientation
• Sound verbal and written communication skills; bilingual (French and English) is an asset
• Good listening skills
• Eager to fully understand end user’s issues and find solutions promptly
• Building and maintaining positive relationships
• Solution-oriented focusing on driving end user issues to timely and satisfactory resolution
• Proactively looking for improvements and efficiencies with a focus on end user experience
• Supporting established incident management procedures through the incident lifecycle
• Organized with the ability prioritize and multitask
• Ability to absorb and retain information quickly
• Highly self-motivated, self-directed and keen attention to detail
• Proven analytical, troubleshooting, and problem-solving abilities
• Experience working in a team-oriented, collaborative environment

Why Join Our Team?

EMCO Corporation is one of Canada’s largest integrated wholesale distributors of plumbing, HVAC, waterworks, and industrial products for the construction industry. EMCO strives to satisfy the needs of its customers with a focused product assortment that is transported and sold through an extensive network of locations across Canada. To learn more about our organization and business, please visit https://emco.ca/.

EMCO Corporation prides itself on being a fun, fast-paced, and dynamic workplace. We work as a team, share core values, and support each other’s growth and development. As our teammate, you will have the opportunity to continually develop your skills through ongoing training, be innovative and try new things, and work alongside passionate colleagues with diverse backgrounds and experiences. We are a team of enthusiastic individuals who are dedicated to meeting and exceeding the needs of the customers we serve. We have endless opportunities for you to grow and develop in your career and a culture that prides itself in supporting you every step of the way!

In addition, we will offer you:

• Great mentors and on-the-job training
• Growth potential with competitive salary, benefits, and profit sharing
• A career with a solid, stable company with strong core values
• Participation in our pension plan with employer contributions
• Work-life balance and flex time

How to Apply

If you would like to apply for this opportunity, please include IT Support Specialist – Tier 1 in your subject line and send your resume to ucareers@emcoltd.com.

Please note that only successful applicants will be contacted for an interview.

EMCO is an equal opportunity employer and is committed to maintaining a discrimination, harassment, and barrier free workplace where all employees can contribute to their fullest potential. EMCO is committed to diversity, equity and inclusion in our workplaces. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, colour, creed, place of origin, sex, sexual orientation, gender, gender identity, gender expression, religion, family or parental status, or any other characteristic protected by the law. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, neurodiversity, and others who may contribute to the further diversification of ideas.

Expected salary:

Location: London, ON

Job date: Fri, 09 Apr 2021 23:14:55 GMT