Tier 2 Help Desk Analyst (Ave NW, Edmonton, AB, Canada)

Title: Tier 2 Help Desk Analyst (Ave NW, Edmonton, AB, Canada)

Location: Ave Nw, Edmonton, Ab, Canada, CA

Company: Keeran Networks

Company Description

Keeran Networks is a rapidly growing Managed Services Provider headquartered in Edmonton. We have an excellent team, great work environment and wonderful clients to work with. We are currently seeking a full-time Help Desk Analyst (Tier 2) to be based in our Edmonton office.

As a Managed Services Provider, we tend to be exposed to more technologies than most internal IT positions, and we certainly support a broader variety of network environments. The pace and demands of our environment are also much greater than an internal IT position. The successfully candidate will be a highly organized individual who is a great communicator.

Job Description

• Provide exceptional front line support to clients from many different industries, ranging from dental offices to car dealerships
• Deal with tickets escalated from tier 1, and mentor staff at tier 1
• Interact with clients remotely via telephone (60%) and in person at their locations (40%)
• Provide complete support for client environments including hardware, operating systems, line of business applications and network equipment
• Work with vendor support on behalf of our clients to ensure their support issues are resolved
• Escalate tickets to tier 3 as required, and ensure that all steps have been properly documented before escalating
• Use, update and contribute content to our internal knowledge base
• Client site visits to resolve issues within skillset
• Implementation projects as required and able, such as desktop deployments
• Maintain a calm and professional attitude even when dealing with stressful situations
• Earn the trust and respect of clients
• Works on obtaining industry certifications to further career path
• Time entry in real time

Qualifications

• Education: 1-2 years of relevant study and diploma preferred, but relevant work experience can be a substitute
• At least 3 years of experience in a Help Desk or System Administration role
• Preference will be given to candidates who have previous been employed at a Managed Services Provider
• Relevant industry certifications are an asset
• Experience with Windows desktop and server support and networking
• Strong and effective oral and written communicator
• Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision
• Professional, responsive, and positive work attitude is essential

Additional Information

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization