Job Description

About Fully Managed Fully Managed is a leader in digital business transformation and managed services. As a ServiceNow Elite partner, we enable organizations to navigate and excel in the digital-first work world. Our mission is #CreatingPeaceOfMind through better IT, customer and employee experiences to make work flow! We eat, sleep, and breathe our core five values:

• Fanatical Service
• Absolute Accountability
• Inspiring our People
• Passion for Innovation
• Monomaniacal about Process

We are a team, a family, and a group of world class collaborators who also have A LOT of fun together. Why Fully Managed: We don’t want to fill jobs; we want to partner with you throughout their career journey by providing:

• career growth and professional development by sponsoring your ServiceNow Certifications
• the technology you need to enhance your daily work,
• a team of like-minded professionals without ego that help each other grow and flourish
• a comprehensive benefit package, and
• paid time off.

We recognize that everyone has a life outside of work and show our commitment by offering:

• a remote work environment,
• flexible hours, and a
• fitness subsidy.

Key areas of responsibility:

• 
  Resolve Tier 1 technical support issues (related to servers, applications, networking, backups, security, etc.); escalating to Tier 2 technical support where appropriate;
• Assist with training Tier 1 staff on solutions to escalated tickets in order to mentor and reduce escalations over time;

• Provide remote support;

• Follow standardized operating procedures;
• Create new procedures for newly identified resolutions, and when otherwise appropriate;
• Maintain accurate documentation of client networks, resolved issues, and client information;
• Communicate ticket status and updates directly to clients;
• Provide technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, Line of Business applications);
• Strive to ensure personal "Customer Experience Score", and other performance metrics, meet Company expectations, as provided;
• Participate in team and company huddles to help ensure the success of the team and organization;
• Be willing to work flexible hours when required to meet client deadlines;
• Track time and submitting time sheets for work completed; and
• Perform other duties and tasks as required.

Skill and knowledge requirements We’re flexible but these are a must:

• Outstanding interpersonal and soft skills;
• Excellent telephone skills;
• Ability to deal with all situations and portray a positive customer service attitude;
• Outstanding ability to quickly establish rapport with clients;
• Ability to work under pressure;
• Ability to analyze client problems by type and severity, acting as ‘remote eyes and arms’ for problem determination and resolution;
• Excellent English verbal and written communication skills;
• Must be personable, friendly and approachable;
• Attention to detail, including full incident documentation and completion;
• Ability to provide first level support at minimum of 75% resolution;
• Ability to work with a minimum of supervision; and
• Ability to assess workload and make recommendations for improvement.

Interested? We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role. We thank everyone for their interest; however, only applicants selected to continue in the recruitment process will be contacted.
Fully Managed promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act. Fully Managed provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the recruitment process, please advise us if you require any accommodation.
No recruiters and no phone calls please!