About UsAt CAA Club Group, we are passionate about keeping our Members safe - whether they are on the road, at home, or travelling abroad. As a trusted Member-based organization, we provide products and services that are essential to Members’ safety and peace of mind. With over 2.6 million Members across Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for our Members. CAA SCO Systems & Services Inc. is a member of the CAA Club Group of Companies.
Who we areAs Canada's largest automobile association, we are passionate about keeping our Members safe- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We're about doing what's right and feeling good about it.
Position DetailsWhat you will do:- Provide technical support for clients via phone and the self-service portal and accurately record a detailed description of the issue at hand
- Support tasks for this position include incident handling, problem identification, logging and tracking, troubleshooting, resolution, hardware and software support, incident and problem escalation
- Identify, investigate and resolve PC, Laptop, Mobile Device and Printer problems
- Resolve basic network issues relating to network security, network login, file access, printing, email, software configuration, connectivity and data recovery
- Educate users on how to use systems and applications more efficiently
- Perform operational runs and System Center alert monitoring
- Document and maintain Service Desk procedures
- Various projects as assigned by Management
- Work rotational weekend and evening shifts as required.
Please note, salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. Candidates with salary expectations outside of the range are encouraged to apply.
Who you are:- Post Secondary education or Diploma in computer science or Information Technology
- A minimum of two years experience within a customer service oriented Information Technology environment including in-depth experience in providing technical support and quality customer service
- Strong written and oral communication skills
- Excellent time management, analytical and problem-solving skills
- Ability to work effectively and productively within a team environment
- Knowledge of ticketing management systems
- Knowledge of PC, laptop, BlackBerry, iPhone and printer hardware and software
- Proficient in MS Office 365 & 2016 (Outlook, Excel, Word, Power Point), MS Visio, MS Project and Internet Explorer
- Experience with Citrix, Active Directory and SAP
- Experience with Windows 10 desktop and server operating systems, remote diagnostic and problem resolution
- Experience with TCP/IP, VPN, and basic commands from th