Service Desk Technician

Date: Jul 14, 2021

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

 

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

Service Desk Technician

Scope:

 

The Service Desk provides 24 X 7 first level support for IT, application and telecommunication systems and services used internally by the Rogers Group of Companies. The Service Desk Technician is a fulltime position, responsible for the key IT support functions of contact handling, first level troubleshooting and customer service. This position involves varied rotational shifts (including evenings and weekends).

 

Key Responsibilities: 

 

  • Deliver IT Chat/Phone  Support (PC break/fix, OS, phone, mobile devices, printers, applications)
  • Troubleshoot problem areas (in a timely and accurate fashion, and provide end-user assistance where required.
  • Abide by the SLAs when providing support for PCs, OS, phones, mobile devices, printers, and applications
  • In cooperation with other IT Services groups, follow processes and use provided tools to provide optimal support for employees.
  • Provide limited end user software training.
  • Assist other IT or Technical groups as required (Network, Asset Management, Broadcast Engineering, etc)
  • Maintain a high degree of customer service
  • Take ownership of user problems and be pro-active when dealing with user issues.
  • Maintains documentation for all Service Desk and end user processes and procedures
  • Able to work extended and flexible hours
  • Ability to work with all level of users
  • Participates in activities of support and work with other IT departments to ensure requests are efficiently prioritized and completed within appropriate timeframes & drive process improvements within the Help Desk.
  • Ensure that any unresolved issues are promptly elevated to the next level of management for resolution.
  • Cultivate opportunities for call-reduction and self-serve capabilities based on intimate understanding of reported issues
  • Maintain Rogers standards for application and workflows, implementations and service
  • Contribute to process improvement and provide coaching and mentoring of peers, where needed
  • Notify Management and business of critical issues
  • Address and/or escalate process issues and/or unclear expectation to the team leader
     

Skills & Educational Requirements: 

 

  • Successful candidate must have provided a minimum of 2 - 5 years of customer service excellence in a support position (helpdesk, technical call centre or equivalent) within a fairly complex environment
  • Technical skills should include: Windows7/Windows8, OSX , basic LAN/WAN, general understanding of telephony and industry standard business applications
  • Experience with IT Service Management Tools such as HP Service Center, ServiceNow, BMC Remedy, ISM/Maximo and CA Service Operations Management
  • Knowledge of ITIL V2 & V3 foundational concepts and processes a plus
  • Web applications, networks, protocols and email (SMTP, POP3)
  • Working knowledge and experience with documentation, data & reporting tools including Excel, Access
  • Must be able to manage time effectively and to be motivated, reliable, and a self-starter
  • Successful candidate must have a strong customer service orientation, demonstrated ability to “multi-task” effectively in a fast- paced, technical environment and a clear aptitude for problem solving
  • In addition to technical troubleshooting skills the candidate must possess excellent oral / written communication and analytical skills as well as strong organisational abilities
  • The incumbent must possess suitable business and technical acumen as well as familiarity with IT industry standard technologies and platforms. Detailed technical knowledge of key systems and applications used within Rogers is also an asset.
  • Post-secondary education in a relevant field of study.
  • Current certifications delivered by renowned IT organisations (ex. CompTIA A+, HDI or Microsoft MCP) is an asset.
  • Fluent bilingualism (English / French) both verbally and in written communication.

 

Schedule: Full time
Shift: Rotating
Length of Contract: 11 Months
Work Location: 800, Gauchetiere O, Bureau 4000-Rogers(189), Montreal, QC 
Travel Requirements: None
Posting Category/Function: Technology & Information Technology
Requisition ID: 238836
 
Together, we'll make more possible, and these six shared values guide and define our work:
 
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
 

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.

 
Posting Notes:  Information Technology & Engineering 


Job Segment: Technician, Telecom, Telecommunications, Engineer, Service Desk, Technology, Engineering, Customer Service

Location: Montreal, QC, CA

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