Coreio Inc

Role Description We are seeking an experienced L1 Support Analyst to join us for a remote 4 month opportunity. Provides customer-focused first-level technical support to end users via phone, email, and ticketing systems. Responsibilities include: - Triaging incidents, fulfilling requests, and resolving common hardware, software, and access issues. - Managing tickets through their full lifecycle, ensuring timely resolution, clear communication, and SLA adherence. - Escalating complex issues as needed while maintaining accurate documentation and delivering a positive user experience. Key Responsibilities - Serve as the first point of contact for end users seeking technical assistance. - Log, categorize, and prioritize incidents and service requests in the ticketing system. - Provide troubleshooting for basic hardware, software, and network-related issues. - Ensure accurate and detailed documentation of all incidents and resolutions. - Follow standard operating procedures and knowledge base articles for issue resolution. - Ensure adherence to SLAs and performance metrics. - Escalate unresolved or complex issues to higher support levels as required. - Communicate effectively with users, providing timely updates on ticket status. - Assist in maintaining knowledge base documentation. - Contribute to continuous improvement of service desk processes. Qualifications - Diploma or Bachelor’s degree in information technology or related field (or equivalent experience). - 0–2 years of experience in IT support or service desk environment. - Basic understanding of Windows OS, Office 365, and common enterprise applications. - Familiarity with ticketing systems (e.g., ServiceNow) is an asset. - Strong communication and customer service skills. Core Competencies - Customer Service Orientation - Problem-Solving Skills - Attention to Detail - Communication Skills - Team Collaboration Company Description Coreio Inc. is a growing Toronto-based ServiceNow consulting organization also specializing in IT managed services. We leverage our 35+ year history working with Enterprise clients in the Canadian Financial Services sector and apply our experience as in-house IT experts, to help our clients solve complex business and technology issues. In the past 5 years we’ve expanded our coverage to Mid-sized clients in the United States and Europe. Coreio is an equal opportunity employer and values diversity in its workforce. Coreio encourages applications from all qualified individuals and will accommodate applicants' disability-related needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process. If you require a disability-related accommodation in order to participate in the recruitment process, please contact the Human Resources team by email at careers at coreio.com.