IT Support Specialist (Tier 1)

IT Support Specialist (Tier 1)
Tirecraft Ontario, Ingersoll ON

Tirecraft is a proudly Canadian owned and operated expert in tires and automotive services. As an IT Service Desk Specialist, you will provide top-tier technical support to Team Members by resolving hardware, software, and system issues. Your role will involve assisting with inquiries, troubleshooting, and ensuring that our IT systems remain operational. You'll be the go-to person for handling technology challenges, providing exceptional customer service, and helping keep our digital operations running smoothly. We are growing and this is a fantastic opportunity to join a team of people enthusiastic about the industry.  

This is an hourly position with starting wages ranging from $23.00-$26.00, based on experience. 

Helping Canadians Get Ahead

 

Core Values:
Be the Hero: Go the extra mile, making someone’s day, be humble, offering plus ones (+1).
Be Positive: Passion, pride, dedicated, fun.
Be Better: Get stuff done, desire to improve, willing to learn, try new things, great ideas, opportunity, insightful, continuous improvement.
Do the Right Thing: Honest, no BS, team player, customer first. “Everyone Gets Home Safe”

 

Benefits :

• Benefits Package including Health and Dental coverage + more
• Employee Assistance Program (EAP)
• Employee Purchase Program
• Birthday off with pay
• Ministry Certification(s) available
• Future ownership opportunities; Employee Stock Ownership Plan

Responsibilities

• First Point of Contact: Serve as the initial contact for Team Members needing technical assistance via phone, email, or in person.
• Technical Support: Diagnose, research, and resolve Tier 1 technical issues related to hardware, software, and computer systems.
• Customer Assistance: Provide guidance to end users on how to resolve technical problems, offering clear and concise instructions.
• Escalation Support: Collect relevant information and escalate unresolved issues to Tier 2 or Tier 3 support when needed.
• Maintain Service Levels: Ensure the highest standard of customer service is maintained throughout all interactions.
• IT Products and Services Guidance: Advise Team Members on IT products, services, and appropriate actions to resolve issues.
• Documentation and Reporting: Create and maintain documentation for internal use, including IT procedures and user guides for both IT and non-IT Team Members.
• Ticket Management: Open, manage, and close tickets in the IT ticketing system, and communicate with the necessary personnel as needed.
• Server Monitoring: Monitor server notifications and respond to alerts as they arise.
• Training Content: Work with internal stakeholders to help develop and maintain accurate and effective training materials for Team Members.
• Escalation of Urgent Issues: Identify and escalate situations requiring immediate attention to minimize operational disruptions.
• All other duties as assigned.

Qualifications

• Technical Knowledge: Familiarity with Windows 10 & 11, Android devices, and basic M365 troubleshooting.
• Experience with IT Systems: Experience in account unlocks/reset (Active Directory, M365), VPN and remote access troubleshooting.
• Customer Service Skills: Strong communication skills, with a focus on providing exceptional service to users.
• Problem-Solving: Ability to think critically and resolve technical issues efficiently.
• Team Player: Ability to work independently and as part of a team, contributing to the overall success of the IT department.
• Passion for Technology: A strong interest in technology and a willingness to learn and grow in the IT field

Interested applicants should submit their resume via this ad. We appreciate all interested applicants, however, only those selected for an interview will be contacted. This position is for a new vacancy.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.