IT Operations Technician

• Provide end-to-end user support and manage all IT related incidents for Desktop, Mobile, Network, IP Telephony, Software, and Security
• Act as escalation point and track progress for non-Desktop and Mobile related incidents
• Accurately diagnose and resolve incidents for Desktop, Mobile, and Software related incidents
• Fulfill requests for new hardware and software including imaging, configuration, setup, and installation for all end-user IT requests
• Control Inventory Management for Desktop and Mobile related Hardware
• Diagnose and resolve network and workgroup printer related issues
• Diagnose and resolve client access issues related to network access and MFA
• Upkeep, design, and implementation of proprietary client software and applications
• Provide front line support to over 2500 business professionals
• Coordinate with client to determine appropriate hardware and software needs for end users
• Log, resolve and/or track progress of all incidents and service requests reported to IT Support

• 1 to 3 years technical support experience in Desktop Support
• 1 to 3 years technical support experience supporting any of the following: internet, network, hardware, software.
• Excellent customer service skills.
• Good communications skills both written and verbal
• Proficient with Windows 11 Operating Systems
• Proficient with Microsoft Office Application Suite
• Proficient with Office 365 Application and cloud-based applications (i.e. Azure, Intune).
• Basic understanding of TCP/IP networking
• 1 to 2 years of experience with network printers
• 1 to 2 years of experience working in a team environment
• 1 to 2 years of experience with a computer imaging solution
• Strong Hardware and Software problem solving skills

Preferred Professional Experience and/or Educational Designation/Certification:

• Undergraduate degree or diploma, preferable in a technical discipline or equivalent and relevant work experience
• Certification in A+ and/or Network+ or equivalent would be considered an asset
• Experience with Incident Management solutions, preferably ServiceNow
• Basic understanding of modern endpoint detection and response tools.
• 1 to 3 years of experience with Smartphones, particularly, Apple IOS device
• Experience with MFA technologies
• A team member who takes ownership of every client interaction and is accountable for effective outcomes beyond that interaction.
• A professional that demonstrates empathy by listening to understand the client’s unique support needs and situations, in order to communicate in a clear, honest, and genuine way
• A team member who collaborates to get things done by leveraging their own and each other’s talents
• A team member who willingly adapts to meet the changing needs of our clients
• A team member who proactively seeks to make things better

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 iX , an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.