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Northwestel is actively seeking 3 enthusiastic full-time support technicians to join its growing External Service Desk team!

Combining customer service skills and a strong technical aptitude, technicians 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.

Reporting to the Manager, Contact Centre, this position handles inbound and outbound inquiries about Northwestel products and technology repair, replacement, and problem resolution. The incumbent demonstrates empathy while dealing with challenging situations and working in a team oriented and fast-paced environment. This role requires excellent troubleshooting aptitude to assess and resolve customer needs in a timely manner.

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 

• Deliver exceptional customer experience while using Northwestel tools and support systems to maximize first contact resolution.
• Receive, log, and answer customer requests and issues via phone and email.
• Troubleshoot and resolve customer inquiries and initiate corrective action by walking user through the solution or remote access of the user’s device. This may include functionality, configuration, and connectivity.
• Analyze requirements and devise test scenarios to validate internet and telephone connectivity against expected behavior and quality standards.
• Provide follow-up customer contact to ensure satisfactory resolution.
• Monitor incidents and escalate to management when required; incidents not being action in a timely manner.
• Available to work a flexible shift rotation (including evenings, weekends, and statutory holidays) in an environment operating 7 days a week.
• Participate fully in our organizational health and safety programs, adhering to all safe work practices and procedures and staying focused on continuous improvement. In addition, ensuring all Accident Prevention Program (APP’s) training, all Code of Business Conduct (CoBC) training, and all other Occupational Health and Safety (OHS) training are completed on time.
• Timely completion of all administrative tasks including, but not limited to time reporting, expense reporting and submission of corporate card statements.
• Other duties as required.

Knowledge and Skills Required

• Minimum two-year technical diploma in Telecommunications or IT at a recognized technical institute or a minimum of two-years work experience in Telecommunications or IT and completion of CompTIA A+ Certification.
• Excellent English verbal, written and comprehension communication skills and ability to convert technical terms into everyday language to ensure understanding
• Must be computer literate and proficient in the use of the Microsoft suite, web browsers, operating systems, command line interface and more.
• Ability to multitask and reprioritize tasks quickly and deal with constant interruptions while maintaining a high level of professionalism.
• Demonstrated ability to work well under pressure, manage stress and courteously work with frustrated customers.
• Very detailed and team-oriented with excellent customer service, interpersonal and problem-solving skills.
• Must be able to follow process while adhering to management directives.
• Previous experience in a Service Desk, Technical Support or similar role would be considered an asset.
• Experience in diagnosing, documenting & troubleshooting issues spanning multiple technologies would be considered an asset.
• CCNA and/or CCNP certification or would be considered 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.