Service Desk Technician

What you will be doing:

• Prompt triage, troubleshooting, and resolution of user requests and alerts from Pythian’s IT infrastructure systems (Jira, Slack, Gmail).
• Assessing the case, collecting all the required data for either resolution troubleshooting, or escalation. and following up on tickets until their resolution.
• Documenting ticket activities, troubleshooting steps, and resolution.
• Building and maintaining trustful relationships between the user community and IT.
• Recognizing typical issues or requests and reducing their frequency by educating employees and creating Confluence articles.
• Identifying and recommending ways to make the usage of IT services simpler.
• Discovering inconsistencies in complying with corporate standards of security, hardware, and software platforms and working with staff to resolve them.
• Continuous learning of IT processes and tools.
• Configuring desktops, laptops (Windows, Apple and Chrome), Apple and Android mobile devices, software and services
• Participation in the on-call rotation after hours within the team and logging all the troubleshooting activities are a mandatory part of this position. This could include pages during weekends (while on call) and with the expectation that you can begin working on them instantaneously.

What we need from you:

• University/College diploma or equivalent in Information Technology, Computer Systems Technician, or a related discipline.
• 1-3 years experience supporting end users, preferably in a Google Workspace environment.
• Experience configuring, supporting, and troubleshooting Windows, Apple, Android and iOS devices.  Linux experience would be an asset.
• 1-3 years experience troubleshooting end-user issues including hardware and software.
• Experience with ticketing systems and cloud-based communication tools (Jira, Slack, Google Chat)
• Familiarity with Cloud infrastructure environments (GCP, AWS, Azure).
• Familiarity with basic network troubleshooting.
• Experience delivering high-quality customer service under pressure.
• Excellent verbal and written communication skills including documenting technical issues and creating knowledgebase articles.

What you get in return:

• Love your career: Competitive total rewards package. Blog during work hours; take a day off and volunteer for your favorite charity.
• Love your work/life balance: Flexibly work remotely from your home, there’s no daily travel requirement to an office! All you need is a stable internet connection. 
• Love your coworkers: Collaborate with some of the best and brightest in the industry!
• Love your development: Hone your skills or learn new ones with our substantial training allowance; participate in professional development days, attend training, become certified, whatever you like! 
• Love your workspace: We give you all the equipment you need to work from home including a laptop with your choice of OS, and an annual budget to personalize your work environment!  
• Love yourself: Pythian cares about the health and well-being of our team. You will have an annual wellness budget to make yourself a priority (use it on gym memberships, massages, fitness and more). Additionally, you will receive a generous amount of paid vacation and sick days, as well as a day off to volunteer for your favorite charity.