Workplace Technology Support Specialist

Campfire is Canada's expert in delivering Managed Services for Apple and mixed-platform environments. We are on the search for someone who is early in their IT career and is looking for a long term company where they can deliver excellence and advance their career. This position is at our Calgary Office, but you will join a cross Canada team of colleagues, and support clients from many provinces.


Role Description

Campfire’s Workplace Technology Support Specialists are our first level of customer and technical support specialists. When our internal and external clients reach out to Campfire for assistance, our Workplace Technology Support Specialists are their first point in their technology support journey. As such, this is a role that prioritizes strong customer service skills, in addition to basic to intermediate technical support skills.


Role Relationships

Workplace Technology Support Specialists report to the Manager, Technology Support Services
Workplace Technology Support Specialists will work closely with, but do not report to, Senior Workplace Technology Support Specialists

Role-Based Responsibilities

Support for end-user technical support issues such as solving system, application, and problems using information available in Campfire’s knowledge management systems
Incident documentation and resolution within Campfire’s service management/ticketing systems
Fulfilling service desk requests within the scope of the service catalogue, including:
Hardware moves, adds, changes
Password resets
Software installation for standard, known software
Other standard and known service requests
Participate in asset lifecycle management processes, including onboarding, inventorying, and retiring workplace technology assets
Prepare and provide communication and training for end-users based on information provided from senior technical resources, or information available in the knowledge management system
Detection of potential major incidents and problems as reported by end-users
Escalate unresolved issues to tier 2 personnel

Role Qualifications

Technical training, which may include post-secondary training, vendor specific certifications, and/or verifiable self-study in the following domains
Microsoft Windows
Apple macOS
Apple iOS
Microsoft 365
Google Workspace
Outstanding customer service, listening, and communication skills.
Strong written and verbal communication, time management, problem-solving skills, and exemplary customer service
The following certifications, or similar, would be considered assets
CompTIA A+
Apple Certified Support Professional
ITIL 4 Foundation
Microsoft Technology Associate
Microsoft 365 Fundamentals
General Responsibilities


Maintain an understanding of the Campfire support process and methodology, including desktop and server management systems, time recording and ticketing platforms and other support systems
Achieve and maintain industry certifications relevant to your duties
Accurately and promptly track time spent on various activities
Participate in local travel when and where required

General Requirements

The successful candidate must have access to a reliable vehicle and have an active Class 5 Driver’s License
The successful candidate must satisfy the requirements of a background check

Why work for Campfire?

We are leaders in the technology space - We expect results from our team members, but we offer good benefits, reasonable work hours, and thrive on team work. Our employees are passionate about technology and solving problems for our clients. With locations across Canada, we have plenty of opportunities to advance your IT career.


Benefits:


12 General Holidays per year
3 weeks vacation to start
10 Sick Days
Traditional Benefits
Dental care
Disability insurance
Employee assistance program
Extended health care
Life insurance
Critical Illness Coverage
Health Spending Accounts
On-site parking

Schedule: Monday to Friday