Operations IT Support Representative (IT Service Desk) - Tier 2

T2 Technical Support Agent (IT Service Desk)

Description

Position Overview

As a T2 Technical Support Agent (IT Service Desk), you are a highly skilled and customer-focused professional, dedicated to providing exceptional service and technical expertise. Your role emphasizes resolving complex issues related to internet connectivity, network configuration, and delivering comprehensive technical support to customers. You excel in handling technical inquiries with efficiency, offering clear and precise solutions while ensuring an outstanding customer experience.

Core Competencies:

• Problem-Solving
• Adaptive Troubleshooting
• Navigating Ambiguity
• High Emotional Intelligence
  

Functional competencies:

• Complex Troubleshooting: Diagnose and resolve major software glitches, OS anomalies (Chrome, macOS, Windows), hardware failures, and complex printer/peripheral problems.
• Network Infrastructure: Troubleshoot enterprise wireless connectivity, virtual private network (VPN) setups, and intricate IP infrastructure issues.
• Root-Cause Analysis: Investigate recurring technical problems to identify underlying system flaws rather than just treating symptoms.
• Tier 1 Escalation Point: Serve as the primary contact for complex tickets escalated from Tier 1 peers, tackling intricate problems that go beyond basic scripts.
• Team Mentorship: Act as a lead resource for Tier 1 team members, offering immediate guidance on technical resolutions and user support best practices.
• Self-Directed Execution: Operate with high autonomy to handle critical tasks and special projects when given high-level objectives from senior technical partners.
• Playbook Creation: Investigate, vet, and author technical 'Playbooks' and Standard Operating Procedures (SOPs) to empower lower-level teams to resolve tickets with greater speed.
• Knowledge Base Management: Research new, undocumented solutions, vet them thoroughly, and create comprehensive documentation upon successful completion.
• ServiceNow Administration: Create, configure, and maintain performance dashboards within ServiceNow.
• Performance Driving: Understand SLA/SLO metrics deeply and act as an instrumental driver in getting junior team members to adhere to team.
  

Qualifications:

• English - B2:

• Oral and written comprehension

• Appropriate use of language

• Experience in a Service Desk or IT support role.
• Understanding of VPN configuration and troubleshooting.
• Proven experience supporting network printers.
• Strong customer service orientation with patience and professionalism.
• Business & Admin Suites: Expert-level knowledge of productivity suites, specifically Google Workspace, including practical Admin console experience.
• Ticketing & Project Management: ServiceNow, Jira
• Contact Center Solutions: Genesys.
• Basic understanding of Chrome/macOS/Windows operating systems and standard
  business suites Google Workspace.
• Proficiency in ServiceNow, including specific experience building dashboards and reporting on metrics.
• Strong grasp of enterprise networking concepts (IP infrastructure, routing, VPNs, wireless security protocols).
  

*If you are an internal employee, remember the following requirements:

• Meeting or exceeding all metrics in your current role or LOB for the last 3 months.
• Minimum 6 months as part of TELUS Digital
• Minimum of 95% attendance.
• Schedule Flexibility

**At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity. Send us your complete resume in English.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.