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KCiNetworks: Computer Network Technician

KCiNetworks

This is a Full-time position in Ottawa, ON posted April 9, 2021.

BriefWe are looking for a competentHelp desk technicianto provide fast and useful technical assistance on computer systems.

You will answer queries on basic technical issues and offer advice to solve them.An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

You must also be customer-oriented and patient to deal with difficult customers.The goal is to create value for clients that will help preserve the company’s reputation and business.ResponsibilitiesServe as the first point of contact for customers seeking technical assistance over the phone or emailPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback or suggestions by customers to the appropriate internal teamIdentify and suggest possible improvements on proceduresRequirementsProven experience as ahelp desk technicianor other customer support roleTech savvy with working knowledge of office automation products, databases and remote controlGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and resolve basic technical issuesProficiency in EnglishExcellent communication skillsCustomer-oriented and cool-temperedComputer Related Certificate / Degree or relevant experience