Job Description

Job Details
Description

Join our team and make a difference! We are passionate about taking care of our customers and ensuring we are there when they need us most. With over 200 community branches and 2,700 employees, we\xe2\x80\x99re proud to say that BrokerLink has become one of Canada\xe2\x80\x99s largest and most reliable insurance brokerages. We know how to serve you better because we know where you\xe2\x80\x99re coming from. It\xe2\x80\x99s the personal touch that counts! The Position: We are looking for a Deskside Technician to join our Technology Department working at our branch office in Edmonton, AB. Deskside Technicians provide 2nd level End User Support to BrokerLink Staff. Responsible for handling support issues for all office users including troubleshooting and assisting users with telephony, end user devices and printing issues. Logs and maintains all assigned tickets, adhering to the procedures and process of Incident and Major Incident Management. Identifies and reacts to escalating issues including informing peers and management. Understands and support the implemented ITIL processes. Support could be via phone, email and in person support.

• Some travel will be required within driving distance.

What you will be doing:

• Triage, action and respond to assigned tickets escalated from Tier 1 Support
• Conduct diagnosis and repair of end user devices and installed software
• Support issues with, Telephony equipment, software functions and access
• Assist in updating and preserve computer inventory and surplus equipment
• Sustain and fix issues with Video systems and other computing equipment
• Assist in testing and deployment of new applications and systems
• Maintain an excellent level of customer service, ensuring that all customers are treated efficiently and in appropriate manner
• Maintain outstanding verbal communication skills with the ability to communicate seamlessly with technical and non-technical colleagues at all levels in the organization
• Resolve issues by conducting problem analysis to implement temporary or permanent solutions
• Meet and maintain, assigned team and individual key performance metrics including organizational SLA metrics

What you bring to the table:

• College Diploma or University Degree
• 3 years or more work experience that demonstrates capabilities of advanced analysis and problem resolution skills.
• Ability to learn tools and system processes with great ease, computer, and automation savvy.
• Ability to set the appropriate priorities to new and existing workload
• Experience that demonstrates the importance behind detailed incident logging
• Excellent customer service orientation and ability to collaborate.
• Excellent written and verbal communication skills, adapting to fit audience and message.
• Strong ability to plan, organize and prioritize workload for self and others.
• High degree of professionalism, with demonstrated ability to live our values.
• Experience with Incident Management Systems, Remote Support Tools (Teamviewer Type) and Microsoft office productivity and suites
• Preference will be given to those with supporting knowledge of
  • Insurance industry
  • Hosted unified communications
  • Citrix hosted environments
  • Incident management
  • Cloud computing
• Valid driver\xe2\x80\x99s license recommended

What\xe2\x80\x99s in it for you:

• Commitment to your growth and development
• Flexibility in how and where you work
• A competitive compensation package
• Flexible health and dental benefits package
• An RRSP with a company matching component
• A casual \xe2\x80\x98dress for your day\xe2\x80\x99 environment
• Be a part of a company that is one of Canada\xe2\x80\x99s best employers (Named by Kincentric in 2021)

We thank all applicants for their interest, but only those selected for an interview will be contacted. BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process At BrokerLink, we know there\xe2\x80\x99s more to your decision about where you work than just the work itself. We know that helping our people achieve their career goals in a culture that offers growth and balance is what sets us apart. Our commitment to our employees is to offer workplace benefits that set the standard for them and their families. Along with a professional and fulfilling work environment, we provide competitive compensation, comprehensive benefit programs and a commitment to ongoing professional development. Our values help guide us and our commitment to excel in all aspects of our business. Joining our team means you\xe2\x80\x99ll have the opportunity to live our values. Discover more about BrokerLink! Visit our new dedicated Webpage. At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!