Purpose of Position:

Client Services provides 2nd tier problem resolution for desktop, laptop, mobile device and related peripherals. They maintain a secure and efficient work environment with a high level of hardware and software knowledge.

Key Responsibilities:

• Set up and support end user PC workstations, laptops, printers, peripherals, smart phones, Tablets, Cell Phone, Push to Talk, etc. with a focus on configuration item tracking.
• Install and support end user software and mobile applications in accordance with the licensing agreements.
• Provide 2nd level problem resolution for IT Services, employing a high degree of customer service, technical expertise, and timeliness in accordance with SLA. Supporting the local client base and clients in remote stations.
• Coordinate and complete Incident, Service and Change requests within service level agreements.
• Participate in department meeting and encourage ongoing teamwork in meetings, open dialogue, team challenges and informal collective experiences.
• Provide onsite support for SOC Radio Equipment, assist and accompany vendor technicians.
• Provide Domain Administration of user account, internet access, network access and application access.
• Adding and managing computer objects and permissions.
• Create and maintain support documentation for specific software or hardware configurations.
• Ensure our IT security policies are enforced for all users.
• Participate in IT disaster event backup and recovery processes.
• Assist in the implementation of special projects as required and work with various members of the IT Department to ensure timely completion of projects.
• Communicate issue resolution to the rest of the Client Support team.
• Ensure support documentation is up to date for all Client Support related articles.
• Record all request in our ITSM/ Service Desk software and process final stage self service requests.
• Perform 1st Tier support for IT services for our Chorus customers.
• Ensure all requests are responded to verbally or electronically.
• Redirect customers to the appropriate resources when necessary. Escalate requests to appropriate staff based on established guidelines and procedures.
• Provide over-the-phone support to customers and provide backfill for Service Desk Analyst position.
• Communicate to the user community in the event of outages, major incidents, changes, upgrades, etc.
  Other related duties as assigned.
• Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of co-workers and customers.

Qualifications:

• Technical College Diploma/Certificate, or University Degree in Computer Science or equivalent combination education and experience is required.
• Minimum 1 to 3 years of work experience in an information systems environment.
• Minimum 1 to 3 years experience migrating user data from one PC to another.
• Microsoft Certification preferred. (e.g. Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE), Office 365 certification or A+ Certification would be an asset.)
• Experience with Apple Products (iPads & iPhones) - hardware, applications, mobile device management, Wi-Fi and other related systems considered a strong asset.
• Knowledge and experience with desktop/printer administration and support, LANs, email systems administration, client/server applications, terminal emulation, etc.
• Proficient supporting and resolving technical issues with Office 365 and Windows Operating systems.
• Excellent troubleshooting and problem-solving skills.
• Technical and non-technical communication skills.
• Excellent interpersonal skills.

We strive to make our workplace accessible for people with disabilities. We want to ensure that you are prepared for success and therefore request that you please let us know at taleosupport@flyjazz.ca if you would benefit from an accommodation during the recruitment process.

Jazz recognizes that the best talent includes people of all backgrounds, abilities and points of view. To be a leader in our industry, Jazz celebrates diversity and values the uniqueness that each individual has to offer. We empower our people to foster an internal culture of inclusion, creating