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Northwestel is actively seeking an enthusiastic support clerk to join our External Service Desk. Clerks will have the opportunity to work on a variety of telecommunications platforms supporting leading edge technology while playing a critical role in the success of our organization. 

Employment Equity 

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are an Indigenous person, a woman, a person with a disability, or a visible minority if they wish to receive hiring preference. 

Specific Accountabilities

• Receives, logs and answers customer problems / requests/ issues
• Performs initial 1st level of incident identification for external customers and attempts to resolve when appropriate; otherwise, documents troubleshooting efforts in incident ticket and assigns case to appropriate support group.
• Manage all customer requirements with the different Northwestel products and services, by ensuring complete customer satisfaction in response to technical incidents. 
• Troubleshoot customer reported incident and initiate corrective action by walking user through solution or remote control of user’s desktop computer.
• Uses appropriate communication skills and questioning techniques to assess customer needs in a timely manner.
• Provide follow-up client contact to ensure satisfactory resolution of service requests and to solicit input concerning need for support services.
• Communicate outages (planned or unplanned), major changes to key stakeholders
• Ensure quality of the incident record prior to closing the incident.
• Shift Work will be required (including weekends and holidays)

Knowledge and Skills Required

• Grade 12 education, preferably supplemented by post-secondary OT courses.
• Computer Skills, including Microsoft Office and Internet Explorer, Windows client operating systems
• Must be able to follow process and management directives. 
• Must have excellent oral and written communication skills and ability to convert technical terms into everyday language to ensure understanding. 
• Excellent working knowledge of desktop application software, including Microsoft Office and Internet Explorer, Windows client operating systems 
• Very detailed and team oriented individual with excellent customer service, interpersonal and problem solving skills.  Demonstrated ability to work well under pressure and handle frustrated clients.
• Must be able to multitask in order to reprioritize tasks quickly and deal with constant interruptions while maintaining a high level of professionalism. 
• Customer service or helpdesk certification training an asset. Previous Service Desk or Call Centre support experience is an asset. 
• Experience using an incident tracking system is an asset. 
• Knowledge of ITIL Foundations or equivalent experience an asset.
• As part of the recruitment process for this position, candidates may be required to take pre-employment tests and/or complete work simulation exercise to assess job fit.

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program.  We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.