IT Help Desk II

The Opportunity

The role oversees and maintains various unified communication systems and services. This includes but is not limited to telephony, video conferencing, collaboration tools, physical and softphones. The support agent is tasked with administrating and supporting these technologies to ensure seamless operation and effective communication within the organization.

The Role

• Develops and maintains technical standards and procedures for resolving voice service issues to ensure maximum system availability and performance levels.


• Installation and maintenance of digital, VOIP, and video telephony product offerings.


• Work with SIP trunks, PRI’s and analog lines for PBX and VOIP phone systems both hosted and on-premises based.


• Provide updates regarding the performance and availability of unified communictions and network infrastructure and proactively work to resolve problems.


• Performs remote troubleshooting to diagnose and resolve technical troubleshooting application and system errors using various tools and methods.


• The agent will work closely with IT management and other functional groups to design, develop, deploy, and administer communication systems and services.


• Lead architectural and design of communication services, including auto attendant, porting lines, and call flow changes for branch moves, mergers, and integrations with other systems, enhancements, etc.


• Participates in product evaluations, systems testing, and product lifecycle management.


• Participates in scheduled and unscheduled system maintenance, including change management and on-call and off-hour systems support.


• Adhere to helpdesk policies and procedures to address incoming incidents/service tickets, including categorization, prioritization, resolution and/or escalation.


• Proactively follow up and update customer status on open IT tickets.


• Provide quick resolution and excellent customer service.


• Mentoring other IT help desk personnel on hardware and software problem analysis and resolution


• Provides and delegates tasks as they relate to workloads.


• Attend assigned training sessions, learn, and demonstrate learned expertise within the role.


• Other duties and responsibilities as required.

The Candidate

Qualifications

• Education: College or University Degree (BA in Information Technology)


• Strong TCP/IP and routing knowledge (TCP/UDP/IP/ICMP/etc.)


• ITIL Ver4 is considered an asset


• Work Experience: 4-5 years of IT help desk experience.


• Knowledge: Experience with Windows operating systems and user account management. Hardware and software knowledge of password management; good understanding of computer systems, mobile devices and other tech products.


• Telecom systems build


• Sound knowledge in ITSM cloud-based ticketing systems, i.e., FreshService.


• Preferred Telephony: Cisco communications platform; integrated VOIP telephone solutions; telephony system engineering.

The Company  

Since 1858, Wajax has been a leading industrial products and solutions provider continually innovating to serve Canadian industry coast-to-coast. We work in an extensive range of industries and core sectors of the Canadian economy including energy and renewables, food and beverage, construction, industrial/commercial, transportation, forestry, mining, metal processing, and oil and gas – to name a few. Everything we do is powered by people passionate about making a difference and who are dedicated to driving Canadian industry forward. People who provide the experience and expertise that support the industries that build our cities, power our businesses, put a roof over our heads and food on our tables.

Wajax offers a total compensation package that includes competitive pay, comprehensive benefits, learning and development, as well as some unique additional “perks.”

Highlights include:

• Competitive health and dental benefits with no waiting period for eligibility (100% employer paid premiums), plus health spending account.


• Wajax led e-learning, and product training through industry leading manufacturers.


• Exclusive discounts with a variety of manufacturers and service providers such as Ford, GM, Chrysler, Dell, TELUS, a group mortgage, home & auto insurance program, pet insurance, footwear & workwear, fitness membership, perkopolis, and more.


• Recognition program where points are earned for merchandise or gift certificates, plus cash awards.


• Award-Winning Health and Wellness Program.

By working with Wajax, you become part of an inclusive and diverse team that is dedicated to innovation and teamwork. We are committed to employing a workforce that is representative of the diverse communities across Canada in which we do business. As an equal opportunity employer, please inform us if any accommodation is required if contacted for an interview.

Compensation:

Base pay range $65,000.00-$75,000.00 per annum. Pay may vary based on skills, expertise, and performance, and is a component of the total rewards package.

This is a current replacement vacancy.

 Wajax does not use AI powered recruitment processes.

As a condition of employment, final candidates will be subject to pre-screening.

\\ Together we get more done.