Summary: 

We are Customer and Employee Obsessed. IT Help Desk Supports are leaders who provide technical assistance and support to employees resolving hardware, software and network issues in a timely and efficient manner.

To be a successful help desk technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills.

Essential Functions: 

IT Help Desk Support responsibilities include but are not limited to the ones described as follows:

Desktop Support:

• Inventory Process for all IT related devices or dependencies, such as but not limited to end points and infrastructure.

Hardware Installation and upgrades:

• Such as but not limited to RAM, Hard Drives, SSD, Graphic Cards as some examples.
• Moving and configuring peripherals such but not limited to printers, scanners, external storage, network equipment (routers firewalls, switches)

Desktop and Laptop deployment:

• Physically setting up, moving, and deploying desktops and laptops.
• Ensuring proper cable management at end user stations and others.

Cable Management:

• Organizing and managing cables.
• Troubleshooting connectivity issues related to cables.

Peripheral Troubleshooting:

• Troubleshooting and resolving issues related to but not limited to Keyboards, mouse, monitors, printers etc..

Equipment Relocation

• Moving and setting up IT-related equipment when employees relocate or when offices are reorganized.
• Moving and setting up Network, communication and other IT related equipment when required.

On-site Support:

• Providing hands-on support to end-users who require assistance that cannot be resolved remotely.
• Troubleshooting hardware issues on-site.

Emergency Response:

• Responding to urgent situations such as hardware failures, connectivity issues, or other
• emergencies that require immediate on-site assistance.

Remote Assistance:

• Remotely assist company users on any of the ITERUM offices or branches.

Antivirus:

• Keep all end points with an updated version and definitions as well.

Ticketing Tool:

• Track and support requests and keep them aligned with company SLAs.

Administrator Tools:

• Keep all tools related to your role up to date, following best practices, such as but not limited to Active directory, Microsoft Office365, Monitoring (Qualys, Empmonitor).

Qualifications: 

• Customer service mentality with a positive attitude!
• Bachelor’s Degree in Information Technology or related field.
• Proven work experience at least 2-year BPO Experience or 1 year client facing high demand IT Support role or similar role.
• Experience troubleshooting hardware and computer systems.
• A strong working knowledge of computer systems, hardware, software and networking.
• Good problem-solving, and team-working skills.
• Excellent communication and interpersonal skills.
• An openness to learning new technologies.
• Leadership ability
• Outstanding organizational skills
• Excellent English skills
• Demonstrated Critical Thinking ability.
• Strong attention to detail skills
• Possess the ability to multi-task and think on your feet to provide sound, quick solutions.
• Must have copies & originals of your qualifications, TRN, NIS and ID
• Must be able to train and / or work onsite.
• Must be flexible to work ANY Full-Time Shift including weekends and holidays
• Ability to deal with stress & work pressure in fast-paced environment.
• must be flexible to work any 8-hour shift within 24 hours, any 5 days of the week.

What we offer:

• Permanent full-time employment
• Health Insurance - Medical, Dental
• Transportation - Centralized Pick-ups and Drop-offs
• Investment in your development with ongoing development programs.
• Time off - Paid vacation

All Applicants MUST:

• Submit a detailed work history (CV)
• Present a valid Government issued photo ID, Birth Certificate, TRN, NIS, Original Proof of Qualifications
• MUST HAVE AN ACTIVE BANK ACCOUNT (NCB, CIBC, SCOTIABANK)
• Have a clean Police Record.
• Open to completing a thorough background check.
• Open to completing drug screening. 

We welcome all application however only shortlisted candidates will be contacted. 

APPLICATION WINDOW CLOSES MARCH 14, 2025