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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing first-line technical support, troubleshooting hardware and software issues, and managing user accounts within Active Directory. Proficient in developing technical documentation and ensuring compliance with service level agreements.
Highest-signal resume keywords
Technical Support ExperienceTicketing Systems ProficiencyWindows and macOS KnowledgeMicrosoft 365 Applications FamiliarityITIL Foundation Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportTroubleshootingIncident ManagementUser Account ManagementActive DirectoryTechnical DocumentationAnalytical SkillsProblem-SolvingService Level AgreementsConfiguration and Maintenance
Soft Skills
Communication SkillsInterpersonal SkillsCustomer-Centric ApproachAttention to DetailTime Management
Tools & Technologies
Jira Service ManagementServiceNowIT Service Management System
Certifications & Qualifications
ITIL FoundationInformation Technology Degree or Diploma
Industry Keywords
Service DeskHelpdeskTechnical Support RoleRemote Environment
Tech Stack
Tools & technologiesITSMMacOSServiceNow
About the role
Key responsibilities & impact- Provide first-line technical support to all Vena Solutions employees for hardware, software, and network-related issues.
- Log, categorise, prioritise, and track all incidents and service requests in our IT service management system.
- Troubleshoot and resolve technical problems in a timely and efficient manner, ensuring minimal disruption to business operations.
- Escalate complex issues to the appropriate second or third-line support teams when necessary.
- Assist with the installation, configuration, and maintenance of computer systems, software, and peripherals.
- Manage user accounts, including creation, modification, and password resets within Active Directory and other systems.
- Develop and maintain technical documentation, knowledge base articles, and user guides.
- Ensure that all support activities are carried out in line with our service level agreements (SLAs).
Requirements
What you’ll need- Proven experience in a service desk, helpdesk, or technical support role.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving capabilities with keen attention to detail.
- Hands-on experience with ticketing systems (e.g., Jira Service Management, ServiceNow).
- Solid understanding of Windows and macOS operating systems, as well as Microsoft 365 applications.
- Ability to work independently and manage time effectively in a remote environment.
- A customer-centric approach to service delivery.
- A post-secondary degree or diploma in Information Technology or a related field is preferred.
- ITIL Foundation or other relevant IT certifications would be considered an asset.
Benefits
Comp & perks- Competitive salary
- Performance-based annual bonus
- Extended health, dental, and vision benefits
- Registered Retirement Savings Plan (RRSP) with company matching contributions
- Paid vacation, personal days, sick leave, and statutory holidays
- Employer-paid life and accidental death & dismemberment (AD&D) insurance
- Employee Assistance Program (EAP)
- Professional development and training opportunities
- Career growth and advancement opportunities
- Flexible remote work options
- Company-provided laptop and home office equipment