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Life at Northwestel 

Northwestel is defined by our culture. We go the extra mile and take responsibility for our work because our values are rooted in the communities we serve. When you join our team, you join an energetic, innovative, creative community with opportunities and resources to help you become the best at what you do. Together, we’re building a stronger North, and that starts with you.

Our 500+ northern employees range from highly trained technical experts to new graduates with creative minds. We’re diverse and inclusive, and looking for people of all skillsets and backgrounds.

Northwestel is recognized as one of Canada’s Top Employers for Young People (2023).  

Learn why we work here.

The Opportunity

Do you enjoy a fast-paced, dynamic workplace? Are you passionate about providing exceptional customer service? This position may be for you! 

Reporting to the Manager, External Service Desk, this position handles inbound and outbound inquiries about technology repair, replacement and problem resolution. The incumbent demonstrates empathy while dealing with challenging situations and working in a 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.
• Perform other duties as assigned by the team lead and manager.

Qualifications

• 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