|Job Category||Information Technology|
|Application Deadline||August 16, 2020|
|Experience Required||1 year|
|Job Duration||1 year|
Note – 100% Remote until the HQ opens.
Bilingual (French and English) mandatory
Strong customer focus and orientation required, including the ability to deal with customers in a calm and professional manor.
Strong PC troubleshooting skills, including experience in solving both hardware and software application issues.
Prior Helpdesk/Call Centre experience
Strong teamwork ethic.
Education Requirement: College Diploma and/or University Degree in Computer Science or equivalent work related experience
Knowledge of retail automotive/Dealership IT and Internet Technology concepts.
Advanced use of ITIL based case management tracking systems [ticketing tools] an asset.
Minimum 3 years related work experience.
Excellent written/oral/presentation skills.
Independent, proactive self-starter.
Intermediate knowledge of Office 365, imaging tools such as MDT or SCCM
Knowledge of SCCM packaging and scripting is an asset
Purpose of the Role:
To provide 1st and 2nd level technical Desktop support to users through incident management by phone, email and walk-ups.
Focus on planning, implementation and supporting Dealer-facing TCI applications.
Review technical offerings/processes/applications as it relates to dealership technical infrastructure and processes and make recommendations for enhancement.
Develop the business case for new Dealer Technology initiatives.
Work with internal business units to develop the strategic direction of technology between TCI and dealership.
To ensure Desktop infrastructure [Laptops/Citrix/PCs] including security objectives are adhered to.
Act as a laison between various support teams
Track assets and inventory in CMDB
Scope or Impact:
Critical hardware and software troubleshooting skills
Interaction with all levels of organization.
Strong problem solving skills to ensure hardware and software incidents are addressed in a proactive fashion.
Ensure clear and concise communications to dealers in relation to TCI application outages (planned and unplanned)
Provide Dealers with a Single Point of Contact for issues and requests.
Dealer Services Identify, log and act upon detected system failures and problems. Implement any known resolution or work-around to problems in order to restore service to the users as quickly as possible.
Document and escalate incidents requiring new problem resolutions.
Review and follow-up on new resolutions created by 2nd level support teams.
Understand, follow and assist with the documentation or modification of Processes defined to manage our Service Desk and handle user problems and requests.
Assist in Dealer Technology projects.
Maintain high degree of awareness and understanding of all new and current dealer applications and productivity tools.
Accountabilities and Responsibilities:
Provide technical end-user support needs via phone and e-mail.
Perform desk-side visits when required to address incidents
Track all incident management and request management activities through the case management system(ServiceNow)
Installs, configures and troubleshoots desktops/laptops/thin client workstations
Perform routine maintenance and repairs on muti-function printers and escalate non-routine activities to printer vendors.
Participate in and support first call resolution objectives
Create, modify and disable user and computer accounts as required[primary accounts include: Active Directory, Mainframe, Lotus Notes]
Recognize trends and fault patterns and escalate potential incidents to the Service Desk Team Lead.
Identify and improve system processes to comply with TCIs annual Kaizen [Continuous Improvement objectives]
Assist in the creation of business cases for Dealer Technology projects
Assist in the planning and organization of business meetings
Creation of graphs, charts, reports and spreadsheets using Excel software
Assist in development of business process documentation and updating related materials
Maintain a high level of awareness in technology and industry trends.
Ensure Dealer Technology IT Blueprint is current and up to date.
Provide Level 1 technical support to Dealer Network.
Other duties and projects as required.
Participate in rotational on-call 7pm 7am Mon Sun
No weekend / No overtime
7.00 a.m 9.00 p.m
Rotational – Runs in shifts (7-3 / 8-4 / 9-5 / 1-9) at the discretion of Manager
Resume to -firstname.lastname@example.org *MST