InComm

Client Support Specialist II

CA-ON-Mississauga
Type
Full-Time

Overview

Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

About This Opportunity

Global WorkPlace Client Support responsibilities include, but are not limited to, day to day operations and support of InComm’s Windows. Mac, and Mobile Devices and associated Infrastructure.

 

The Client Support Specialist (CSS) will provide technical support to the InComm’s employees and contractors. The CSS will be responsible for the deployment, stability, asset tracking, and troubleshooting of all equipment for which the WorkPlace Technologies team is accountable. This responsibility encompasses the full range of Information Technology (IT) activities.  They will also be asked to help with Server systems and Network trouble shooting on an “as needed” basis.  

This IT professional will provide customer focused first and second tier support for the current and future User access and desktop infrastructure.  Duties include the implementation and adherence to process, standards, and configuration management practices. Support and maintain first level support for Windows, Mac OS, Android, iOS, Microsoft Office, O365 Enterprise Mobility Suite, on-prem Active Directory (AD) and Exchange, including the setup of new User Accounts and Outlook according to InComm standard operating procedures (SOP), External and Internal application authentication as well as the hardware infrastructure for this environment. Tasks will include duties such as desktop/laptop, printer, cell phone and desk phone management. Serve as a technical resource on all enterprise desktop related projects, as well as lead such initiatives if needed.  The position will actively participate in the Client Support ACD phone queue and an after-hours on-call support rotation.

Responsibilities

Customer Support

  • Candidate will be directly supporting all levels of InComm’s internal users both over the phone and at their desks with the customer service being the highest priority.
  • Must be willing to accommodate user’s needs when possible.
  • Must have a good attitude and focused on delivering the best end-user experience possible minimize user frustration.

 

Desktop Support

  • Troubleshoots hardware, software and operating systems
  • The ability to manage multiple tasks concurrently
  • Supports all systems in accordance with department and Company guidelines
  • 30-minute response SLA
  • Fulfill rotational on-call duties as required
  • Ensures that internal and external customer requests are processed and completed in compliance with established guidelines
  • Escalates all customer issues to the Client Support Manager where commitments cannot be met in advance of the expired time
  • Always observes contractual obligations, turnaround time, call back time

 

Moves, Adds, Changes to Hardware and Software

  • Completes user changes, adds, deletes as required in accordance with established guidelines
  • Performs computer hardware adds/moves/changes as required in accordance with established guidelines

 

Special Projects

  • Meets deadlines as both described in project description documents and agreed upon by the internal or external client
  • Provides status updates of each project
  • Contributes ideas for efforts to improve morale, communications, processes, performance in the office
  • Reads, understands, applies and supports departmental policies and procedures
  • Exercises self-initiative to recognize and act upon departmental needs
  • Assumes and performs other duties and responsibilities not specifically outlines herein, but which are logically and properly inherent to this position.
  • Adherence to established disaster recovery policies and procedures – including, but not limited to backups, configuration / change management, and system documentation.

 

Safeguard and Maintain Network and the Devices that Comprise It

  • Knowledge of basic concepts of networking including DNS, DHCP, IP addresses
  • Handle, according to escalation plans, or escalate to management any: building issues, equipment, application concerns, malfunctions, or elements requiring immediate attention or impacting Incomm staff’s ability to service customer and/or meet performance standards
  • Escalates/documents to Desktop Support Manager when inappropriate usage of any system is habitual
  • Supports the monitoring of systems to improve performance
  • Supports in a positive manner, the efforts to implement and enforce procedures, processes, policies, standards, technologies to the general staff
  • Exercises good judgment, responsibility and follow through in performance of all duties

Qualifications

 

 

EDUCATION and/or EXPERIENCE 

  • 3+ Years of Systems experience
  • Experience with Windows Administration
  • Experience with Mobile Devices (smartphones, tablets, etc)
  • Experience with Windows XP, 7, 8, 8.1, 10 including basic Office applications (Outlook, Word, Excel, etc)
  • Experience with Active Directory
  • Experience with Microsoft Office
  • Experience with imaging equipment and deployment
  • Experience with remote support
  • Document Enterprise configuration policies, best practices, and physical and logical layout
  • Perform maintenance tasks to minimize the risk of outage
  • Excellent problem solving skills
  • Knowledge of workgroup and/or enterprise server hardware platforms
  • Enthusiasm and consistency in performance
  • Hardware Experience should include Dell, Lenovo, Polycom
  • Working knowledge of desktop imaging and IP phone setup using I3 preferred.
  • Experience with MAC devices.

 

COMMUNICATION SKILLS 

  • Excellent Customer Service Skills
  • Patience and ability to listen to the needs of users, evaluate same and act accordingly
  • Good people skills, capable of working with others’ attitudes and opinions
  • Good written and verbal communication skills
  • Must be willing to collaborate and share ideas with others

 

MATHEMATICAL SKILLS 

  • Strong capacity assessment, planning and performance tuning experience

REASONING ABILITY 

  • Demonstrated grasp of the networking and computer connectivity
  • Willing to train users in the use of software or operation of the hardware
  • Strong technical ability as it relates to the maintenance of hardware, software and connectivity
  • Utilizes company provided training and individual effort to continue growth of industry specific knowledge

 

CERTIFICATES, LICENSES, REGISTRATIONS

  • Bachelor’s Degree in Computer Science preferred, but not required
  • Microsoft Certifications preferred, but not required

PHYSICAL DEMANDS

Majority of time is spent in sitting position.  Ability to move throughout the office and server room either by walking or through assisted means. Must be able to physically move desktop and associated equipment as needed.

 

InComm Canada Prepaid Inc. is committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

  

InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

 

 

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*This position is eligible for the Employee Referral Bonus Program

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