Job Description

Description :

America Fujikura Limited (AFL) is looking to grow our Service Desk team! We are searching for energetic customer service-oriented Service Desk Technicians.

If you are passionate about IT, have strong technical capabilities, enjoy working in a customer service setting, and excel in a fast-paced and dynamic work environment, this role is for you!

HERE\'S THE IMPACT YOU\'LL MAKE AND WHAT WE\'LL ACCOMPLISH TOGETHER:

As a Service Desk technician, you will ensure proper computer operation so that AFL team members and Business Units can accomplish business tasks.

Each day, this multi-faceted opportunity will keep you busy with value-add activities including:

• Acting as first point of contact for incoming support requests.
• Actively resolving team members\xe2\x80\x99 help requests within established SLAs.
• Provide technical support and problem resolution across the company in person or over the phone.
• Triage IT support incidents, resolve and/or transfer to the appropriate group (Incidents may come in via Phone/Walkup/Email/Service Portal).
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow up\xe2\x80\x99s as required.
• Develop help sheets and FAQ lists for end users.
• Perform preventative maintenance, including checking and cleaning of servers, desktops, and peripherals.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Assist in software releases and roll-outs according to Change Management best practices.
• Reinforce SLAs to manage end-user expectations.
• Alert management to emerging problems.

QUALIFICATIONS

Knowledge and Experience

• Minimal requirement for at 2-years hands-on practical experience in a technical support position with some recent technical education experience in a post-secondary environment. Or at least 4+ years of hands-on relevant technical support experience.
• A two-year Diploma or a four-year Degree in a technical field from recognized college or university or equivalent is strongly desirable.
• Knowledge of advanced computer hardware.
• Experience with desktop and server operating systems, Microsoft specifically. Working knowledge of Linux and basic administration is also helpful.
• Working knowledge of a range of remote administration and diagnostic utilities, including Microsoft SCCM and SCOM, Microsoft Exchange, Azure, and the general Microsoft Office 365 suite of tools.
• Proven application support experience with Microsoft suite of products.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Not required but an asset to have hands on experience with networking equipment such as CISCO managed switches and working knowledge of CISCO AnyConnect VPNs.
• Not required but an asset to have previous experience and knowledge of Service Now ticketing system and its inventory/asset management modules.

Skills and Abilities

• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Strong documentation skills
• Ability to conduct research into a wide range of computing issues is required
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly, business-friendly and technical language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment
• Ability to work with minimal supervision
• Time Management capability \xe2\x80\x93 Priority and Focus

WORKING CONDITIONS

• On-site/office environment
• General office hours are Monday through Friday 8:00am to 5:00pm

WHO IS AFL?

America Fujikura Limited (publicly known as AFL) is a premiere service provider in the global telecommunications industry focusing on leading-edge network technology, quality, safety and superior customer satisfaction. AFL manufactures, engineers and installs the fiber optic products and equipment that communications providers need to provide quad-play solutions to their customers.

Everyone belongs at AFL. At AFL, we value and respect unique contribution and talents. As a global company with customers of every race, ethnicity, gender, age, religion, ability, background and experience, we believe that we can serve our team members and customers better if cultural diversity is naturally engrained within the fibres of our company.

AFL