Základné informácie

Ref Number


Primárna lokácia

Ortigas Center



Typy zamestnania

Digital Solutions

Work Style


Opis a požiadavky

We Are Looking For:

  • Handle Tier 1 escalations
  • Resolve Tier 2 technical support issues (related to servers, applications, networking, backups, security, etc.)
  • Escalate to Tier 3 where appropriate
  • Participate in rotating On-Call shifts for after hours
  • Provide training and guidance for Tier 1 techs
  • Provide remote support and occasional on-site support as required
  • Follow standard operating procedures, creating new procedures for newly identified resolutions, and when otherwise appropriate
  • Maintain accurate documentation of client networks, resolved issues, and client information
  • Communicate ticket status and updates directly to clients
  • Provide technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, Line of Business applications)
  • Strive to ensure a Customer Frictionless Experience, other performance metrics, and meet company expectations
  • Actively participate in meetings to help grow the team and
  • Pursue two certification exams per year is highly recommended
  • Be willing to work flexible hours when required to meet client deadlines
  • Track time and submitting time sheets for work completed
  • Perform other duties and tasks as required.

Skills and Knowledge Requirements:

  • Advanced knowledge of IT applications, processes, software, and equipment
  • Ability to multi-task and adapt to changes in an extremely fast-paced environment
  • Bilingual English & French Trouble shooting and investigation skills; especially in the face of poor to no documentation
  • Excellent time management and ability to effectively prioritize issues
  • Ability to handle emotions calmly and professionally during client interactions
  • Prompt, reliable and willing to go above and beyond to exceed customer expectations


  • University degree in computer science or equivalent experience
  • Microsoft, Cisco, and CompTIA+ certifications
  • Experience with ITIL service management concepts and methodologies and certification
  • Current or previous professional technology certifications
  • Previous MSP (Managed Service Provider) experience an asset

Ďalší popis práce

Job Summary:
Provide IT support to internal TELUS employees and handle the resulting incidents or service requests using the incident management and request fulfillment processes.