NOC Level 1 Technical Support

Position Details:        

  • Permanent, Full-Time
  • Schedule: Monday to Friday
  • On-Site (Remote Work Eligibility)

Location: Oakville, ON

About This Opportunity

The primary purpose of this position is to provide, OEM Software & Hardware support and Level One IT communication support for Digital LED sign customers.

The primary responsibilities and duties include; but are not limited to:

  • Responsible for responding to customer phone and email requests and logging in to the Service Ticketing system. In this capacity the employee will:
    • Answering incoming service requests by phone (or email) and taking appropriate action for each call.
    • Provide over-the-phone support to customers related to LED display software
    • Provide over-the-phone support to customers in setting up and maintaining wired, cellular and Wi-Fi networks. Specific skills in configuring network subnets.
    • Update all customer inquiries to second-level support as required with a full debrief on the issue to ensure the issue is resolved
    • Maintain customer satisfaction ratings based on criteria established by the company.
    • Input service call information into the Service ticketing system to log customer information and actions taken along with required next steps. Diligently enter the required information into drop-down menu fields to facilitate the gathering of service and product performance metrics.
    • Utilize company-provided diagnostic tools (MRI Portal) and Remote Desktop software to triage and diagnose customer-reported issues.
    • Proactively using company-provided diagnostics tools to monitor customer LED signs to detect issues and open service tickets to correct them.
    • As and when appropriate sell additional services by recognizing opportunities to upsell accounts.
    • Set up web-based training sessions with customers on Media Resources LED display software and communication setups.
  • In doing the above activities, create a positive customer experience while meeting company standards pertaining to the quality of work performed and in compliance with company policies, procedures, legislation, regulation, and directions and identify non-compliance for resolution.
  • Participate and comply with all health and safety processes and initiatives to ensure that Media Resources remains a safe workplace
  • Ensure all Service calls are answered and completed to the customer’s satisfaction in a timely manner.
  • Ensure all Service calls are proactively followed up and customers are kept updated on service ticket status.
  • Ensuring all pertinent information is entered into service tickets to facilitate the gathering of service performance and product metrics.
  • Additional responsibilities and duties as assigned.

Requirements / Qualifications:

Academic Training:

  • Technical college and A+ certification an asset

Work Experience:

  • 2+ years experience in Tier I desktop support providing similar technical responsibilities.

Specific Competencies:

  • Exceptional written and verbal communication skills with a real desire to help customers and create a positive customer experience.
  • Solid understanding of networking
  • Ability to work professionally with outside service providers
  • Positive “enjoy life” attitude to work strong team player with an excellent problem and conflict-solving skills; resourceful and proactive.
  • Commitment to product quality and delivery deadlines based on cost and time constraints
  • Exemplary organization and time management skills; excellent multitasking ability
  • Strong organization and adherence to specified timelines.
  • This position requires multi-tasking to ensure the varied job requirements are met.
  • Flow and characteristics of work require work pressure for frequent periods of short duration or occasional periods of sustained duration.
  • Ability to manage and de-escalate situations. Proven record of effectively managing conflict situations.

Work Conditions:

Physical Demands:

  • Office environment with prolonged sitting, typing, and phone usage
  • Manual dexterity is required to use desktop computers and peripherals.
  • Lifting or moving boxes up to 50 lbs. may be required.

Cognitive Demands:

  • Time management
  • Multi-tasking
  • Reading/writing
  • Memory recall
  • Communication

To apply for this position please email: recruiting@mediaresources.com