Technical Support Specialist

Pethealth Inc.

View: 150

Update day: 21-01-2024

Location: Oakville Ontario

Category: Information Technology

Industry: Consumer Goods Services

Salary: $50,000 a year

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Job content

Technical Support Specialist
Pethealth Oakville, 710 Dorval Drive, Oakville, Ontario, Canada Req #411

Tuesday, August 31, 2021

Our Mission at Pethealth Inc. is to bring vitality to lives… furry and otherwise. This includes pets, and the people who care for them; our employees, our partners, our customers, our business and our communities.

Technical Support Specialist

Position Summary:
The primary accountability of the Technical Support Specialist is to provide value-added technical support to internal users on all implemented technology solutions used by Pethealth Inc and affiliates, including software, hardware, and network applications. This role functions as the first point of contact for all Pethealth Inc technical and application support calls.
Job Duties/Responsibilities:
  • Provide professional and customer service oriented resolution to all Pethealth Inc. internal technology solutions including but not limited to: Windows Client OS (Windows 7-10), Windows Server, Virtual Environments, PC troubleshooting/vendor escalation, provide basic network troubleshooting, remote access (VPN Cisco Anyconnect, Citrix), internal systems (Microsoft Dynamics), email issues, internet connectivity, Office 365 components, etc.
  • Responsible for Pethealth Inc asset management tracking (desktop, laptops, mobile devices, phones, headsets, employee ID cards, access cards, etc) as well as software license management.
  • Responsible for the deployment of PHI client corporate standard image.
  • Responsible for the packaging deployment of new software or updates.
  • Coordinate maintenance, support and service for office equipment (printers, copiers, fax machines)
  • Coordinate Identity Management processes (new user access creation, change, termination) with HR team, in order to fulfill business expectations.
  • First level Unified Communications system troubleshooting (Cisco Phones / QualityManagement), as well as other IP based telecom systems and conferencing solution (Webex).
  • Installation and activation of softphone on staff PC and laptops & desk phones, along with set up of extensions and voicemail.
  • Ensure professional service and communication across all support channels (support ticket, phone, and/or in person)
  • Effectively prioritize support calls based on policy, urgency, and effect on business
  • Exercise exceptional problem-solving skills in determining root causes and solutions, and properly escalate unresolved queries to the next level of support.
  • Identify, research and resolve technical problems.
  • Tracks, monitors, and logs all problems to ensure a timely resolution
  • Proactively identify trends regarding technical issues and present information and/or recommendations to manager accordingly
  • Stay up-to-date on evolving technology trends and developments
  • Provide occasional support for emergency after-hour calls
  • Create new documentation on common issues, and update existing documentation on previously identified issues.
  • Other duties as assigned.

  • BS degree in Information Technology, Computer Science or equivalent
  • Minimum 3 years Proven working experience in providing help desk support

Required Qualifications(Certifications, Licenses, Software Programs, KSA’s):
  • CompTIA A+ certification is an asset
  • CompTIA Network+ certification is an asset
  • ITIL Foundation is an asset
  • MCSA: Windows 8/10 or equivalent.
  • Office 365 experience is desired.
  • Cisco UC experience is an asset

Additional Qualifications:
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • problem analysis, problem-solving
  • Adaptable
  • Work individually or as part of a team
  • Strong attention to detail
  • Organized and have good time management skills
Work Requirements:
  • Frequent communications, verbal and written.
  • Must be able to remain in a stationary position 80% of the time.
  • Must be able to read, count and do simple mathematics.
  • Be able to lift up to 10lbs. occasionally.
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc
  • Constantly operates a computer and other office productivity machinery, such as a phone with headset, calculator, copy machine, and computer printer.

We thank all candidates for their interest.

If selected for an interview, you will be contacted by email within 7 business days.

Pethealth is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of age, race, religion, disability, gender, sexual orientation or national origin.

Other details

  • Job Family

    IT Operations

  • Pay Type


  • Max Hiring Rate


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Deadline: 06-03-2024

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