Job description    2020-11-22

What’s the ask? We are looking for a competent IT Tier 1 support person to provide local and remote assistance to our users. You must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must also be customer-oriented and patient to deal with all issues. The goal is to create a supportive and responsive environment when assisting our users. Key responsibilities: Serving as the first point of contact for our users seeking technical assistance over the phone or through our helpdesk application ticket system. Performing local and remote troubleshooting through diagnostic techniques and asking pertinent questions. Determining the best solution based on the issue and details provided by our end users. Direct unresolved issues to the next level of support in a timely manner. Identify and suggest possible improvements on procedures. Desktop and Laptop setup & maintenance Desktop phone support. Software and hardware system administration including security, trouble shooting, hardware and software upgrades. Completion of Employee Onboarding Offboarding Leave Change forms as received. Onboarding includes setup access, laptop and desktop configuration, one-on-one end-user training when providing new hires with their equipment. What does it take? Proven experience as a Helpdesk Technician or other customer support role. Tech savvy with working knowledge of remote-control tools such as Team Viewer Good Understanding of computer systems, mobile devices and VPN technology Ability to troubleshoot hardware and software issues Technical certification or practical experience with Microsoft products including: Active Directory, Windows10 Operating Systems, Microsoft Office (2016 and Office 365). Microsoft Teams and O365 experience helpful. Azure Fundamentals and Cloud technology knowledge beneficial Self-starter, with the ability to perform effectively with minimal supervision. Ability to manage multiple priorities in parallel Ability to work with company helpdesk system to resolve user requests within set Service Level Agreements (SLA) Strong personal and professional skills Customer-oriented with Excellent communication skills Who we are
Canadian-owned and operated, Cowan Insurance Group is a leading independent insurance brokerage and consulting operation, providing real value to our clients. With close to 500 employees operating out of 12 locations across Canada, we’re proud to have been named one of Canada’s Best Managed Companies since 2012. We partner with leading national and international insurance companies to: deliver insurance and risk management solutions to businesses, organizations and individuals Advise on and create retirement, group benefits, disability management and international benefits programs for employee groups. We also offer wealth and asset management as well as financial and succession planning services to individuals, and specialize in property, casualty and credit insurance. What sets us apart? Be in good company
Integrity matters. It drives our award-winning workplace culture and fuels our collective desire to help our clients, employees, and communities thrive. Challenge your thinking
You’re valued for your passion, drive and creativity. The pace is fast but the work is meaningful, interesting, and complex, just the way you like it. Grow together
We believe in your potential. If you’re looking to develop your expertise with learning opportunities and mentoring, we’ll make that happen. Benefits and perks Competitive salary Participate in our comprehensive pension and benefits plan on day one — no waiting period Company-matched Registered Pension Plan Company-paid training and development courses Community involvement Are you interested? Send your cover letter and resume and share your unique story with us. While we appreciate the interest of all applicants, we will contact only those selected for interviews. If you are an applicant with disabilities and require accommodations, please let us know at the time of our contact so that we may arrange for their provision. We are an Equal Opportunity Employer. Employee candidates will be selected strictly on the basis of an individual's technical qualifications, knowledge and experience, as they relate to the requirements of a particular position. Selections will be made without regard to: race, ances

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College/CEGEP
Experience an asset
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Secondary (high) school graduation certificateCompletion of high school
Will train
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