Help Desk Engineer - Remote Canada Only

Key Responsibilities

• Resolve problems reported to the call center by phone or web tickets.
• Provide first-level contact and problem resolution for customer issues.
• Provide timely communication on service ticket status and resolution.
• Aid Level I technicians with escalated issues.
• Update and maintain Help Desk Documentation and knowledgebase articles.
• Review and update Help Desk documentation as assigned.
• Create and review KB articles.

Additional / Non-Essential Responsibilities

• Contribute technical information to the internal knowledgebase.
• Develop expertise with GreenPages products and services.
• Research and develop technical information to be used when working with customers.

Skills, Knowledge & Expertise

• Technical Call Center/Help Desk experience (3-5+ years).
• Comfortable with working on multiple open tickets simultaneously.
• Comfortable with investigating, analyzing, and troubleshooting client issues.
• Able to make decisions on service ticket resolution without supervision.
• Provide training to fellow team members and Level I engineers.
• Proficient in Windows operating systems (Windows, 10-11), MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project), M365 and EntraID administration.
• Intermediate Network Support (Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps, Basic knowledge of network technologies (LAN, WAN, wireless), VPN clients (Cisco, SonicWall, Fortinet, etc.),).
• Basic knowledge of computer hardware support (Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps, Basic knowledge of network technologies (LAN, WAN, wireless), VPN clients (Cisco, SonicWall, Fortinet, etc.).)
• Basic knowledge of mobile device support (Setup/install local, wireless, and network printers, Troubleshoot hardware printer issues, Setup and troubleshoot issues with iPhone, Windows Mobile, Android, etc., Install and troubleshoot broadband wireless devices and software).
• Active Directory Administration (Maintain user accounts in Active Directory, Security Group creation, Maintain user accounts for VPN sessions).
• Familiarity with security applications (Sophos, Rapid7, etc.).
• Strong understanding of spam applications (Defender, Mimecast, Proofpoint).

Education

• Associates Degree in Information Technology or equivalent experience.
• At least 1 of the following relevant industry certifications is preferred: CompTIA A+, Network+, MCDST, HDI-SCA – HDI Support Center Analyst.

Job Benefits

Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.