Senior ICT Customer Support, Support Desk, EPIC (Winnipeg, MB, CA)

3 months ago 180

A proud part of the Bell MTS family of companies, Epic specializes in delivering a full suite of IT services to help Manitoba businesses succeed. Whether our customers are looking for managed, cloud, or professional services, they can count on our team of technical experts to deliver the solution that is right for them.

New employees at Epic enter a dynamic workplace operating in a sophisticated, high-technology industry. To put it simply, we challenge our people every day to embrace change and innovation. We also recognize that talented, creative people have many options when choosing where to pursue their careers. Our company offers a wide variety of career development paths and we constantly invest in our people.

The bottom line: we’re looking for innovative, flexible, team-oriented individuals with an appetite for the excitement and constant changes of the IT industry. 

Title: Senior ICT Customer Support, Support Desk, Epic

Reports To: Manager, ICT Customer Support

Work schedule: Night shift (3h30pm to midnight). Must be available on weekends.


Epic specializes in the creation and management of information technology solutions for business. Our goal is to b the information technology partner of choice for each of our customers. We are proud to be part of the Bell MTS family group of companies. We work to deliver a full suite of solutions that meets our client’s unique needs and are focused on delivering the best experience at every interaction.

The senior ICT Customer Support is responsible for timely and effective resolutions to end-user productivity issues as they relate to IT-serviced computer operations. As part of the Epic’s Managed Services team, the person in this role will be responsible for delivering managed services to our portfolio of customers ranging from small business to international enterprises. They are responsible for installation, configuration, and maintenance of client’s hardware, software and any related infrastructure. Senior ICT Customer Support employees combine their technical skills with their leadership abilities. They are responsible for timely and effective customer facing technical support for workstations, servers, backup infrastructure, and network support and to assist in other information technology projects for Epic and it's clients as well as being the escalation point for "Level 1" onsite ICT Customer Support technicians. This will be accomplished by performing question/problem diagnoses, guiding users through to issue resolution, communicating technical solutions in user-friendly language and conducting end-user training where necessary. As a Senior ICT Customer Support technician, they are expected to further diagnose technical issues that have been escalated to them by the lower level ICT Customer Support technician before the issue, if required, is escalated to the ICT Customer Support Engineer.

Job Duties & Accountabilities

  • All work with clients will be performed either at home or from epic office with no travel required to client sites
  • Accurately log service tickets and resolutions into ConnectWise Manage ticketing system. Prioritize tickets according to severity
  • Update documentation as required
  • Monitor any ongoing technical issues with customers and keep client and team updated with any changes
  • Always maintain a high degree of professionalism, courteousness, and friendliness. Present yourself as a mentor to the rest of the team
  • Troubleshoot and resolve end-user IT issues, such as password resets, software questions/issues, PC hardware problems, Internet connectivity, configurations
  • Investigate, troubleshoot, resolve support incidents involving our client’s infrastructure. This includes server hardware, virtualization, routing and switching, NAS/SAN storage, backup infrastructure, security (includes Antivirus, intrusion prevention), and client application support
  • Provide one-on-one end-user support and problem resolution via telephone, e-mail, or chat program
  • Diagnose and resolve network issues (e.g. LAN access)
  • Participate in installs, moves, adds, and changes to network and systems access for new, departing, or promoted/demoted employees
  • Ability to work independently, prioritize existing tickets, and proactively determine which issues require additional attention or need to be escalated to the rest of the team and management
  • Perform regular infrastructure maintenance tasks for clients which includes checking logs, disk space, and infrastructure resources to be pro-active in finding potential issues
  • Test and install issued patches in conjunction with software providers and vendors or other third parties and for MS
  • Research and recommend improvements to the client’s infrastructure that follow industry and vendor best practices
  • Perform software upgrades
  • Administer, maintain, and validate backup systems and processes and perform regular backup, replication and disaster recovery tests
  • Manage and maintain user access in various infrastructure systems for our clients

Required qualifications and competencies

  • The individual should fully understand that they are the initial face of Epic and present themselves in such a way as to show confidence in their ability and with specific knowledge of desktop/laptop/minor network technical issues with general knowledge of wider technical problems. This tech is expected to work autonomously and, in all work environments. The tech must be able to make decisions for the customer or colleagues in a timely fashion and accept full responsibility and accountability for their decisions 
  • The individual must be able to communicate to customers in a professional level in all formats (oral, written, presentation, body language etc.). This includes the ability to take technical requirements or solutions and summarize/explain them in a non-technical and business-like manner
  • Post secondary: College diploma (Networking and Computer Technology), RCC (Computer and Information Systems Technology) or equivalent
  • 2-5 years of experience required
  • Some experience in desktop/laptop repair is desired
  • Experience with MS servers including active directory, group policies, troubleshooting, logs, performance management
  • Experience with VMWare is an asset
  • Experience with Veeam backup and replication is an asset



Bilingualism is an asset (English and French)

Additional Information:

Position Type: Non Management

Job Status: Regular - Full Time

Job Location: Canada : Manitoba : Winnipeg

Flexible work profile: Mobile

Application Deadline: 12/22/2020

Please apply directly online to be considered for this role.  Applications through email will not be accepted.

Epic is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.

Created: Canada, MB, Winnipeg

Bell, one of Canada’s Top 100 Employers.

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