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Client Support Technician

ISM Canada, An IBM Company

This is a Contract position in Saanich, BC posted December 3, 2019.

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Login Now Client Support Technician Competition Number:BC19-121FT Location:Victoria Department:Service Desk (BC) Bi-weekly Pay Range2475.038-2824.065 Posting Close Date:December 12, 2019 About the position: Working with ISM will work wonders for your career Working in technology today takes skill, expertise, a strategic mind and creativity.

At ISM Canada, we believe in life-long learning, we value change leaders, and we are a dynamic business in a state of constant evolution.

Technology is changing the world…come to ISM and get a front row seat ISM Canada is always looking for great people If you’re interested in working with leading-edge technologies, passionate about customer excellence and coming up with innovative business solutions, then we may have the career for you We are currently looking for qualified people to join our Service Desk Services team based out of our Victoria, BC office.

The Client Support Technician provides first tier problem diagnosis and response to calls from a variety of clients, monitors the IMAC perform queue throughout the province and installs basic software and moves hardware, assist with ID Admin Workstation create and modify requests.

This position also provides on-site and remote information systems technology assistance and resolution of routine and non-routine problems.

This position may also be responsible for maintenance of the Asset Database which enables the client to monitor which assets are allocated to Client Users.

This position functions in a high volume environment with diverse and high impact problems.

An eligibility list for future vacancies in Victoria, BC may be established.

• Identifies, analyzes documents, obtains details, and resolves technical and non technical problems from clients via phone, email, and automated tickets.

• Provides technical advice and guidance to users in the operation of software and hardware, as well as operating and network systems.

• Logs calls to record details in order to provide problem determination, trend analysis, escalation, and timely resolution.

Ensures that all the Ticket documentation is correctly coded pursuant to SLA requirements
• Consistently produces high quality incident and call tickets.

• Assigns appropriately to other support groups incidents that cannot be resolved during Client call to the service desk.

• Authors and reviews technical documentation for ISM knowledge base (CKM).

• Acts as a subject matter expert or focal point for specific service areas.

• Receives, reviews, and completes service requests.

• Resolves technical problems escalated from the Service Desk.

Resolves the more difficult, technically challenging, or time-consuming problems or problems requiring onsite presence to fix.

• Installs and configures a variety of computer hardware and software, communications and peripheral devices.

• Works independently when required, to identify underlying technical issues and resolve problems using appropriate knowledge and resources available.

• Provides feedback to Team Lead and/or Supervisor on processes and procedures, current or potential problems with client systems and applications, and customer service issues.

• Keeps Supervisor and Team Lead informed of high priority issues and problems.

• Remove all packaging materials and other associated trash to designated locations within facilities.

• Update the status of the IMAC Services through to completion within IBM’s service request system
• Create and modify Workstation accounts in Active Directory
• Monitors hardware and software inventory for all of the client’s computer assets and verifying asset information via interaction with tools, front line technical staff, warehouse staff, and Customers.

• Updates and maintains records in the Asset Database from initial data capture of asset information through to asset disposal.

Tracking hardware and software acquisitions, installations, replacements, upgrades, moves, transfers, and storage, disposal, theft and warranty replacements.

Performs root cause analysis on discrepancies to determine actual status of assets.

• Performs inventory audits and verification reviews on customer and/or contractor sites.

Participates in annual inventory processes as required.

• Must regularly lift machinery, tools, supplies and equipment weighing up to 20 kg.

FINANCIAL RESPONSIBILITY No financial responsibility.

DIRECT SUPERVISION No direct supervision.

PROJECT/TEAM LEADERSHIP OR TRAINING No team lead/training responsibilities.

Job qualifications: Mandatory Experience, Education and Training Requirements A.

Related certificate or diploma or degree or an equivalent combination of relevant experience, education and/or training.


A Driver’s License and regular access to vehicle.


Experience in the following:
– Troubleshooting and resolving PC hardware and software issues, including Microsoft Windows Operating System issues.

– Providing first level customer facing phone and email support.

– Troubleshooting and resolving problems in a networked office environment, including a range of technology such as printers, computers, peripherals and mobile devices.

– Creating and modifying workstations in Active Directory.

ASSESSMENT CRITERIA Essential Knowledge, Skills and Abilities Requirements Communication
• Effectively communicate in a timely manner both verbally and in writing by providing and obtaining complex and technical information at an appropriate level and format.

• Draft and edit a variety of written materials including technical materials at a level appropriate to diverse audiences and within established guidelines
• Establish and maintain communication and productive working relationships with a variety of individuals, including individuals from diverse cultures and abilities, with the goal of providing a service.

• Deal effectively with resistant, demanding and sometimes frustrated individuals or groups at various levels within the customer organization, remaining focused on outcomes, and responding appropriately in order to: provide or obtain information including information they may not wish to hear; clarify or resolve issues; provide assistance or service; achieve co-operation; elicit assistance; or ensure compliance.

• As a member of a team, ability to contribute to group objectives and enhance output in a team environment through co-operation and interaction.

• Deal with frustrated/resistant individuals or groups within or outside the company effectively, remaining focused on outcomes and responding appropriately to provide assistance or service and to resolve issues.

• Coordinate and organize effectively, efficiently and independently, one’s own fluctuating workload in a variety of team settings, achieving results within acceptable time frames while sharing significant issues with colleagues, taking into consideration changing priorities, deadlines, volume, available resources and reporting relationships.

Research,/Analyze & Investigate
• Assess problems and situations, refer to applicable policies and guidelines, identify practical and creative options and develop and/or recommend appropriate courses of action.

Information Systems/Business Technology
• Operate and troubleshoot a variety of computers, printers and mobile devices.

• Apply information technology to find effective solutions to information technology problems.

• Research potential technical solutions to complex problems and use sound judgment in applying those solutions, within organizational guidelines.

• Efficiently troubleshoot a variety of hardware and software problems with computers, printers, peripherals and handheld devices.

Customer Service
• Demonstrate a commitment to quality of work produced and service excellence.

This role may involve working with technology that is covered by US and/or Canadian Embargo Export Regulations; therefore all applicants will be subject to additional security screening requirements.