Job Description

About Us:

DAL Projects Ltd. has a long history of providing engineering consulting and project management services across multiple disciplines, including natural resource development, technical advisory services, and critical infrastructure such as telecommunications and power systems. Our work extends across First Nations communities as well as commercial and industrial clients to deliver innovative solutions in infrastructure, environmental management, and design-build projects, with a strong commitment to support and collaboration.

Job Title:

Helpdesk Support Technician

Position Summary:

DAL Projects Ltd. is looking to hire a

Helpdesk Support Technician

to join our team. Supporting the Network Systems Architect, this role will be responsible for handling incoming and outgoing calls, troubleshooting technical issues, and communicating effectively with clients, customers, and team members. You will diagnose and remotely resolve connectivity issues, escalating matters to the appropriate channels when necessary.

Note:

This position will start as fully in-office and during regular office hours throughout the training and onboarding period (minimum 3 months). After that, the position will be primarily remote-based, and will require flexibility with work hours to start in the afternoon and end in the evening.

Key Responsibilities:

Provide assistance and support to clients and customers when handling inbound and outbound calls and emails.

Remotely troubleshoot, diagnose, and resolve technical issues for users.

Escalate complex or unresolved issues through the appropriate channels to ensure timely resolution.

Generate and maintain reports on support cases, tracking resolutions, and key metrics.

Perform additional support-related duties as assigned, contributing to the overall efficiency of the team.

Competencies:

Customer Service Oriented:

Provide exceptional service by active listening, communicating empathetically, and resolving issues in a timely manner to ensure a positive user experience.

Technical Competency:

Strong ability to diagnose and resolve technical issues, including software, hardware, and network problems, using various diagnostic tools and methods

o Proficiency in troubleshooting and assisting with a wide range of devices, such as tablets, computers, and cell phones, as well as understanding different operating systems and applications.

Problem-Solving and Analytical Thinking:

The ability to analyze problems, identify root causes, and provide effective solutions, while escalating more complex issues when necessary.

Communication and Documentation Skills:

Clear communication, both in writing and verbally, to explain technical issues in simple terms and document incidents accurately for future reference.

Adaptability and Willingness to Learn:

Openness to learning new technologies and staying updated on industry trends to continually improve skills and effectively address emerging technical issues.

Time Management and Multitasking:

The ability to prioritize and manage multiple tasks efficiently, responding promptly to user requests and balancing phone, email, and hands-on support.

Team Collaboration:

Working well with colleagues to share knowledge and resolve complex issues, contributing to the overall success of the IT support team.

Qualifications:

Education:

High School Diploma or equivalent (GED). Post-secondary education is considered an asset.

Experience:

No prior experience is required. Previous experience in an inbound call center or similar supporting role is considered an asset.

Skills:

Basic understanding of internet technologies, customer connectivity, and basic troubleshooting. Strong time-management skills and the ability to work independently with minimal supervision.

Certifications:

No certifications required. Telecommunication, IT, or related industry certifications are considered an asset.

A Valid Driver's Licence is required.

Working Conditions and Conditions of Employment:

For the duration of the training/onboarding period: In-office presence is required, with the ability to reliably commute to the office located in

Oak Bluff, Manitoba.

Please note public transit is NOT available in this area.

- Ability to work flex hours (i.e. start in the afternoon, end in the evenings) and work remotely after the initial onboarding period (minimum 3 months).

Sitting for extended periods and handle incoming customer calls.

Must be able to lift and carry up to 50 lbs.

Criminal Background Check required.

Valid Class 5 license and clean driving record

Ability to travel occasionally as may be required for specific projects or developmental opportunities.

Compensation:

Base wage of

$20 - $25 per hour

. Actual wage will be determined based on experience and qualifications.

We offer competitive total compensation complete with comprehensive benefits package, such as:

Health/Dental/Paramedical insurance Vision insurance Life insurance Paid time off Job-related training and professional development opportunities Employer RRSP/DPSP matching Post-secondary scholarships for dependents/spouses Fun social events
We aim to foster a culture of inclusivity as an equal-opportunity employer, recognizing that our greatest asset is our people. We are committed to attracting and retaining a diverse workforce, and qualified applicants will be considered for employment. We encourage applications from individuals with disabilities, Indigenous peoples, and members of visible minorities.

If you are an enthusiastic, goal-oriented individual who is interested in being a part of our team, then we want to hear from you!

Only those eligible to work in Canada

need apply

as we will not assess those that do not meet that minimum requirement.

We thank all who apply for their interest and time, however, we will only contact those who we have short-listed for an interview.

Job Type: Full-time

Pay: $20.00-$25.00 per hour

Benefits:

Casual dress Company events Dental care Disability insurance Employee assistance program Extended health care Life insurance Mileage reimbursement On-site parking Paid time off RRSP match Vision care
Application question(s):

Do you have the ability to work remotely and work late afternoon shifts, as needed?
Education:

Secondary School (required)
Licence/Certification:

Class 5 Licence (required)
Work Location: Hybrid remote in Oak Bluff, MB