Junior IT Technician

Description

The Junior IT Technician is a crucial role focused on providing prompt and effective direct technical support to all employees by maintaining the stability of IT systems and swiftly resolving issues related to hardware, software, and network connectivity, primarily utilizing a ticketing system. Key responsibilities include system and network administration, IT asset management with inventory and lifecycle tracking, ensuring compliance with IT policies and security protocols, and maintaining accurate IT documentation.

Key Responsibilities:

End-User Support: Handle requests via the ticketing system; diagnose and troubleshoot hardware, software, and network issues for laptops, printers, and peripherals.

System & Network Administration: Manage user accounts and access permissions; perform routine maintenance on network devices and servers; coordinate with vendors for repairs when necessary.

Asset Management: Monitor the full lifecycle of IT assets (procurement, issuance, maintenance, recovery); conduct monthly inventories and comply with the company's Asset Management SOP.

Documentation & Reporting: Update technical documentation and FAQs; provide periodic reports on ticket resolution status and recurring incidents to improve service quality.

Compliance & Security: Ensure adherence to IT security policies and information security standards; report any potential security risks immediately.

User Training: Guide employees on IT policies and self-service tools; notify staff regarding scheduled system maintenance.

Qualifications:

Bachelor's or Associate's degree in Information Technology or a related field.

Willingness to work in shifts, including weekends or holidays as required (rotating shift, 40 hours/week).

Proficient in Windows 10, 11, and Windows Server; knowledgeable in computer hardware and on-premise network infrastructure.

Preference given to candidates with experience providing technical support via multiple channels (email, chat, phone).

Excellent communication and problem-solving skills; ability to work both independently and as part of a team.

English B1 - Oral and written comprehension required

Attitude: Responsible, proactive, and possessing strong professional ethics.

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 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.