L1 Service Technician

We help businesses use technology to power their growth. If that sounds like something you could get behind, we welcome you to apply for a role with us.

This position is responsible for providing first tier technical support related to computers systems, hardware, or software. This position will be the initial response resource for business customers and will perform initial analysis and troubleshooting to rectify problems and, if necessary, escalate problems as directed.

Key Accountabilities:

• Provide front-line technology support to a broad range of businesses.

• Triage/Document all issues, troubleshooting steps and final resolution in helpdesk ticketing system.

• Track and resolve customer support tickets as assigned.

• Develop and conduct basic training programs on how to use hardware and applications; draft user manuals and/or document process and procedures.

• Perform bench-level hardware troubleshooting and repair as needed.

• Perform preventative maintenance on customers' networks and systems.

• Document and prepare higher level issues for upper-level engineers.

• Provide remote technical support as needed

• Assist the team with technology projects and deployments.

• Communicate daily with customers, coworkers, and management.

Specific Job Tasks:

ConnectWise Functions
• Ticket Creation
• Ticket Time Entries
• Trained on Notes
• Forward Schedule

IT Documentation
• Add data to pre-existing assets

Configurations & Setups
• Remote Access Setup
• Printer & Scanner Configurations
• Workstation/Laptop/Tablets Setup
• WAP/Wi-Fi Setup
• Basic router DCHP/ WAN setup

• Switch and VLAN configurations
• NAS Setup
• Office 365 Software Setup
• Setup O365 and Email Setup

Troubleshooting and Diagnostics

• Basic email issues
• Office Products
• All workstations, laptops, tablets issues
• OS related issues
• Printer and Scanner Issues
• Other duties as assigned.?

Position Expectations:

Must Have:

• Post-secondary education in a related field or equivalent education and work experience.

• 1 to 3 years of desktop experience.

• 1 to 3 years server experience a plus.

• Excellent hardware and software troubleshooting abilities.

• Excellent communications/customer relationship skills.

• Intermediate knowledge of desktop operating systems.

• Intermediate knowledge of Microsoft Office applications.

• Basic knowledge of networked workstation and server configurations.

• Experience in Routers and Network Switches configurations.

• Excellent organizational skills.

• An ergonomically designed work from home office space.

• Ability to attend the London office as required.

• Ability to travel to client sites within the London, ON area +/-25km.

• Possess a valid Driver's Licence and Clean Drivers record.

Nice to have:

• Working knowledge of ConnectWise.

• A+, Network +, Security+, MCSE, MCITP, MSCA, CCNA or equivalent a plus.

To explore our open roles and learn more about possible opportunities please send your resume to careers@consysgroup.com

Consys Group Inc retains the right to alter all content and expectations detailed within this Position Description to meet operational and client needs and to ensure optimal business continuity. Alterations directly impacting an incumbent will be provided in writing in adherence with applicable legislation.