Job Description
About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We’re looking for an IT Desktop Generalist to maintain and repair computers, hardware, and software in a break/fix environment. The ideal candidate is someone with a passion to provide generalized IT support and be an advocate of IT standards at IntouchCX.
As IT Desktop Engineer, You Will…
• Perform hardware troubleshooting which includes repairs, upgrades, and configuration of desktops and laptops
• Engage with internal and external partners to provide updates, solutions, and ensure compliance relating to all IT components
• Monitor, report, and document system and performance issues
• Adhere to company policies, core values, and procedures
• Interpret and validate technical issues, test solutions, follow-up and escalate when necessary
• Manage the installation, diagnostics, repairs, maintenance and upgrades of all hardware and equipment (including but not limited to desktops, laptops, printers) for optimal workstation performance
• Complete projects by coordinating resources and timetables with others
• Verify application results by conducting system audits of implemented technologies
• Interpret service delivery key metrics to problem solve
• Provide generalized IT support as required
As IT Desktop Engineer, You Have…
• A post-secondary degree or certificate, preferably in computer related courses (IT/CompSci/CompEng, etc.)
• At least 1 year experience in a call center environment, or directly related experience working in a similar technical environment (asset)
• Graduate level students will be considered
• Experience in Windows OS, MAC OSX, IOS, Android, LAN/WAN, Desktop, Laptop, software installation and peripheral troubleshooting support
• Working knowledge with MS Windows, IOS/OSX, Android, Linux system environments
• Strong analytical skills, sound judgment and ability to work effectively with internal clients, IT Management and other team members
• Excellent English communication skills, both written and verbal
• The ability to comprehend, capture and interpret basic information
• The ability to work in a fast paced and time sensitive environment
• Strong interpersonal and organizational skills, and customer-oriented
• Tech savvy and updated on the latest technology available on the market (tablets, game consoles, LED TVs, etc.)
• Ability to work a variety of shifts, including days, evenings, and holidays
