TIER 1 HELPDESK ENGINEER

The Tier 1 Helpdesk Engineer is the first level of support within TRCA’s Network Operations Center, and
is responsible for troubleshooting, escalation, and remediation of client-side issues. The Tier 1 engineer
(T1E) makes this possible by directly providing support to all TRCA clientele, as well as remediation and
escalation services related to day-to-day support. The T1E is responsible for managing and updating any
knowledge base articles and documentation related to rendering support for assigned clients and is
responsible for the divulging of this information to additional support personnel in case of absence.
Above all else, the T1E is responsible for adhering to defined SLA, and providing client response to
submitted tickets in a timely and professional manner.  NCR Aloha POS Experience preferred.

• Manage and maintain ticket loads associated with clients you are responsible for
• Provide proper response and potential resolution in accordance with client-driven SLAs
• Create, edit, and manage technical documentation related to current clients
• Provide process input and improvement for client-produced process and procedure
• Obtain and maintain OEM Certification within today’s IT field as it pertains to client technology

 Excellent communication skills
• Maintain a professional attitude in all aspects of support
• Understand technology as it relates to your particular client assignment
• Have a general overview of the IT field in general; certification provided by CompTIA is preferred
• Understand proper escalation processes, and utilize them in accordance with company policy
• Be able to provide insightful improvement to client process
• Be able to maintain full work functionality both in office and remote
• Be able to take constructive criticism
• Be a team player

( Oracle and Aloha POS experience is a PLUS!)