Job Description

• 2-3 yearsxe2x80x99 experience in helpdesk environment supporting both hardware and software

• Experience with Windows 10, Office 365, and knowledge of Active Directory, and ITSM Ticketing Systems.

• Experience using Automatic Call Distribution (ACD) systems. InContact Contact Centre experience is a plus.

• Experience supporting desktops, laptops, and mobile devices

• Certification in ITIL or HDI is a bonus

• Experience working remotely and, in a team-oriented, collaborative environment.

• Home internet connection speed better that 50 Mbps. Ability to hardwire Ethernet connection to ISP Router.

• Knowledgeable and skilled in applying basic IT troubleshooting principles to address Tier 1 issues.

• Working knowledge of Windows 10 Operating System, Office 365, basic computer network operation, and basic Active Directory administration.

• Ability to learn the basics of Mortgage Origination or Mortgage Servicing business processes.

• Ability to gather and analyse basic facts and draw conclusions.

• Ability to communicate factual and procedural information clearly, orally and in writing.

• Good interpersonal skills, with a focus on rapport building, listening and questioning skills.

• Ability to conduct research into a wide range of computing issues as required.

• Ability to absorb and retain information quickly.

• Ability to present ideas in user-friendly language.

• Highly self-motivated and directed.

• Keen attention to detail.

• Good problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation.

• Sitting for extended periods of time.

• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.

Ciel HR