Job Description
Hybrid, at least 3 days per week in office Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications, and exclusive locally produced programming on Eastlink Community TV. We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process. The IT Helpdesk Administrator will be a key member of the Information Technology team. Reporting to the Manager of Desktop Support, the IT Helpdesk Administrator will act as the central point of contact for our Internal IT Support Helpdesk, performing Tier 1 support of mobile and desktop computing technologies, trouble ticket creation and assignment. The customers that the IT helpdesk Administrator will support are all Eastlink employees and Contractors hired by Eastlink to perform tasks on Eastlink’s behalf. This position is a hybrid role which will allow working from home and our office location at 6080 Young St, Halifax, NS Responsibilities Specific responsibilities will include, but are not limited to the following: Respond to telephone calls, email, and personnel requests for technical support from our internal Eastlink employee. Perform high level problem determination, information gathering by asking probing questions and triaging calls to assess the urgency and impact to the employee or business. Install applications and drivers, password resets, as well as fix minor issues. Trouble ticket creation & assignment to our IT Operations team The successful candidate will be customer focused, have exceptional leadership, communication and troubleshooting ability, and thrives in a fast paced, dynamic work environment. Qualifications The IT Helpdesk Administrator should have completed or be in the process of completing a related technical diploma, university degree or equivalent program. Strong customer service skills, with the ability to make the customer their priority, determine their needs, and set realistic expectations. Previous experience in a customer service focused role with be an asset. Solid written and verbal communication skills Able to work effectively in a busy, interrupt driven environment, while maintaining a friendly and professional manner A good sense of responsibility and commitment Takes pride in their work, with the goal of producing error free work the majority of the time Interest and ability to look for new and innovative ways of improving efficiency Strong interest in and demonstrated aptitude for troubleshooting PC hardware and software related problems with the ability to learn new skills quickly. Able to stay highly organized with their work area, equipment, and assigned tasks. Has a good sense of integrity and treats others with respect. Ability to work overtime as required. Why Choose Eastlink? Eastlink operates in a culture of continuous improvement through listening, learning and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization. We are extremely proud of our employees and believe the best people make the best companies. As we continue to grow, our goal is to continue to attract the best people. Ready to explore an exciting career at Eastlink? Your journey begins here.