Job Description

CLIENT SUPPORT SPECIALIST

Location: 600-4101 Younge Street, Toronto Ontario

Travel to local sites required.

Build your future at Minto!

Since 1955, we\xe2\x80\x99ve been proudly building better places for people to live, work and play, one home and one relationship at a time. To us, it\xe2\x80\x99s all about special moments \xe2\x80\x94 like the thrill of a new apartment, the pride in owning a first home, or a growing investment partnership. We recognize this continues with great employees, like you, and would love for you to join us on our mission. At Minto we welcome change, celebrate new ideas and provide you with the resources, professional training and diverse opportunities to grow your career.

Your offer will include:

• Competitive salary
• Many exciting career opportunities

Your Role on our Team: Working in a face paced team environment, you will be reporting directly to the Service Desk Team Lead. Your primary role will be to ensure proper computer operations for 1200 clients in Canada and the US. Responsibilities include Incident, Service Request and Problem resolution within established Service Level Objectives as well as technology-based project assignments. A successful candidate will be a strong team player and demonstrate proficiency with advanced diagnostic and service management tools, can with a strong technical aptitude and customer focus.

In this role, you will:

• Provide service and technical support to approximately 1200 clients geographically dispersed in Canada and the U.S.;
• Build rapport with our clients;
• Escalate problems (when required) to the Service Desk Team Lead;
• Record, track and document the IT request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution;
• 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;
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications;
• Perform preventative maintenance on desktop systems;
• Test fixes to ensure problem has been adequately resolved;
• Develop IT Knowledge Base and FAQ lists for end users;
• Update Asset Management System to reflect current environment;
• Reinforce internal Service Level Objectives to manage end-user expectations;
• Work directly with Senior Management to recommend technology solutions;
• Work with the Infrastructure and Business Systems teams in a support or collaboration capacity;
• Work directly with 3rd party vendors and support teams.

We would like you to have:

Education: College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.

Experience: Must have previous experience working in a Helpdesk role

Specialized Skills, Knowledge, and Abilities:

• 37.5-hour work week Monday to Friday.
• Smartphone provided.
• Reliable car required for offsite services and deliveries/mileage reimbursement.
• Valid driver\xe2\x80\x99s license required.
• Paid Parking.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Availability to travel to remote sites with short notice.
• Willingness and availability to travel to other city for up to 3 business days with appropriate notice.

Our future is better together. Apply now and join us!

Minto is an equal opportunity employer committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live, including those with disabilities. Should you require accommodation or support in any aspect of our recruitment and selection process, we will work with you to meet your needs.

Minto