Job Description

Job Description

Job Description

Location:
Applicants must currently reside in Calgary, AB, be able to work remotely from their home and conduct on-site visits as needed. Our clients are mainly located in Calgary, but some have offices in other parts of Southern Alberta, Edmonton, Saskatoon, and Winnipeg.

About Us:
Syscal is an information technology company based in Calgary, Alberta. Our focus is on managed services, primarily for small businesses and non-profit organizations.

Our Culture and Values:

At Syscal, we believe that IT is changing the world and are on a mission to bridge the gap between humanity and technology. Our core values shape everything we do:

• Time up front: We value careful planning, proactivity, and forward thinking.
• Do What's Right: Integrity and transparency are at the heart of our decisions.
• Excellence in Everything We Do: We hold ourselves to high professional standards and strive for continuous improvement.
• We Build Relationships: We enable great people to do great things through strong relationships.
• Success is Shared: We celebrate our victories and learn from our challenges together.

We aim to maximize impact through our careers, relationships, and community, empowering others to do the same. As a Tier 1 Service Desk Technician at Syscal, you'll be part of a team committed to providing solutions that create operational change and enable our clients to make a more significant impact in their industry.

Position:
Tier 1 Service Desk Technician

Job Description:

We are seeking a dedicated IT Help Desk Technician to join our team. As our clients' first point of contact, you will provide essential technical support to resolve issues efficiently and professionally. This role requires excellent communication skills, a solid technical foundation, strong troubleshooting skills and a customer-first mindset. The most important skill you can have is knowing when to escalate and ask for help. If you have a passion for IT and are driven to help others, this is the perfect opportunity for you.

 

You will be required to visit client sites, which may occasionally occur without advanced notice. Therefore, a valid Class 5 driver’s license and immediate access to a personal vehicle are mandatory requirements for this role. Applicants without a personal vehicle are ineligible to apply.

Key Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or service portal.
• Diagnose and resolve Tier 1 issues related to hardware, software, networks, and other IT systems.
• Escalate unresolved issues to Tier 2 and Tier 3 support teams when necessary.
• Track, document, and manage all incidents, service requests, and problem tickets using a ticketing system.
• Assist with user account management, including password resets and access provisioning.
• Provide timely updates to clients on issue status and ensure issues are resolved within established SLAs.
• Guide users through step-by-step solutions and technical troubleshooting.
• Collaborate with the team to maintain knowledge bases and troubleshooting procedures.

Qualifications:

• Education: High school diploma or equivalent (required)
• Experience:
  • 1-2 years of experience in a help desk or technical support role, preferably in a managed services or IT service provider environment.
  • Familiarity with basic networking concepts, operating systems (Windows, macOS), and IT hardware.
• Skills:
  • Excellent problem-solving abilities with a focus on troubleshooting technical issues.
  • Strong verbal and written communication skills to assist non-technical users.
  • Ability to manage time effectively and prioritize tasks in a fast-paced environment.
  • Customer-oriented with a commitment to providing high-quality service.

Physical Requirements:

• Ability to occasionally lift approximately 23 kilograms, with a recommendation for a team approach when lifting heavy equipment.

Salary and Benefits:

• Competitive salary: $45,000 - $55,000, commensurate with experience.
• Eligibility for group benefits through Sun Life after completing a three-month probation period.
• Health benefits from Sun Life.
• Three weeks of paid vacation per year.
• A flexible and remote work environment.
• A supportive and collaborative team.
• Opportunities for professional development and certification reimbursement.
• A chance to make a difference for SMBs and Non-Profits.

Shift and Schedule:

Monday to Friday.

• Weekends as needed.
• Week-long on-call rotation every three weeks.

Application Process:
To apply, Submit your resume via Indeed by February 21, 2025 fill out your assessments and respond to any qualifying questions during the application process.

Company Website:

Additional Information:
This position primarily offers the opportunity to work remotely from home while serving clients in Calgary, Alberta, and the surrounding area. However, on-site visits are frequently required for this role, including to client locations in Edmonton, Red Deer, and Winnipeg. Syscal pays for travel and accommodation.

Job Types: Full-time, Permanent

Pay: $45,000.00-$55,000.00 per year

Benefits:

• Casual dress
• Dental care

 

Job Tags

Permanent employment, Full time, Casual work, Immediate start, Work from home, Trial period, Flexible hours, Shift work, Weekend work, Monday to Friday,

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