Sysco LABS is looking for an Associate Team Lead - Service Desk to handle advanced processes and procedures, providing level 1 support and administrative support to the Service Desk team. The right candidate will be tasked with providing advanced level 1 support, including escalation support and administrative support during after-hours shifts or when Team Leads are not available.
Requirements
- 4 years of college or equivalent experience (a plus but not required)
- Demonstrates advanced knowledge of IT technologies, cloud architecture and supporting tools
- IT Service Management (ITSMv3) or ITIL Certification (preferred)
- AWS, Azure certifications (a plus but not required)
- Microsoft Certified Systems Engineer (MSCE) Certification (a plus but not required)
- Proficient with Microsoft Office365 tools
- CompTIA A+ Certification (preferred)
- Minimum of 3 Years of experience in Service Desk or similar environment
- Has a track record of consistently showing advanced experience with ServiceNow ITSM usage and workflows
- Capable of providing exceptional customer support and interpersonal skills
- Excellent Written and Verbal Communication; Superior telephone etiquette
- Bilingual - English and French/Spanish (a plus)
- Has strong interpersonal skills including taking the initiative, problem analysis, attention to detail and sound judgment when making decisions
- Must possess the ability to multi-task and open to assigned flexible hours and on-call rotation
- Experience creating and presenting Service Desk training objectives
- Is able to resolve advanced technical issues, gather logs, and conduct system checks
- Must be able to remotely control user PCs and perform basic technical troubleshooting using remote desktop access
- Is able to communicate resolutions using business terminology to engineers while presenting business impacts to leadership
- Has extensive working knowledge of all hardware/software concepts, including all supported Microsoft and network management tools
- Must have a high professionalism and inclusiveness within a team environment while working with all levels
- Is able to perform advanced troubleshooting to identify root cause and resolve the issue or reassign the ticket as needed
- Experience with Bomgar (a plus)
Benefits
- US dollar-linked compensation
- Performance-based annual bonus
- Performance rewards and recognition
- Agile Benefits - special allowances for Health, Wellness & Academic purposes
- Paid birthday leave
- Team engagement allowance
- Comprehensive Health & Life Insurance Cover - extendable to parents and in-laws
- Overseas travel opportunities and exposure to client environments
- Hybrid work arrangement
