Field Technical Support Specialist

Description:

Field Technical Support Specialist

For over 60 years, H&R Block has prepared taxes for millions of Canadians annually. Headquartered in Calgary, Alberta, we serve taxpayers in more than 1,000+ offices, through our upload from home service, and online with our DIY tax software. Our dedicated team of Tax Experts use the latest in electronic processing and filing technology to prepare all types of returns, including personal, small business, corporate, farm, trucker, fishing, U.S., rental and estate.

Becoming an H&R Block Associate is an opportunity to grow with the strongest brand in the tax preparation industry. We are looking for people who want to provide help and inspire confidence in our clients and communities. We know that the ability to deliver outstanding client service starts with having the best talent

on our team, and if you want to be part of our success story then we want to hear from you!

The Opportunity:

In the position of Field Technical Support Specialist, your main responsibility will be to offer Tier 2 technical support to our district operations. This support will involve troubleshooting network, hardware, and software issues.

Additionally, you will be accountable for managing the problem resolution process and determining when to escalate calls to the next level if needed. Please keep in mind that this role may require providing after-hours "on call" support.

This is a permanent salaried full time position.

Key Areas of Responsibility:

• Promptly responding to service tickets, documenting them, and resolving them within the specified time frame.

• Investigating, diagnosing, and resolving computer software and hardware issues.

• Assisting users with the installation and configuration of computer hardware, software, systems,

networks, printers, and scanners.

• Providing technical guidance and troubleshooting assistance to users remotely.

• Keeping up to date with the latest technological trends and advancements to provide effective

support and recommendations.

• Providing training to users on basic hardware and software usage.

• Participating in on-call rotations to provide after-hours support if required.

Key Qualifications:

• Minimum 3 years of experience in setting up PC hardware, office networks, VPN/telecom

connectivity, and software, as well as troubleshooting hardware, networks, and software related

issues.

• Familiarity with incident management software, preferably ServiceNow.

• Proficient knowledge of Microsoft Windows Operating Systems, Microsoft network configurations, and MS Office.

• Previous experience with Tax Preparation software is considered a plus.

• Proficiency in using applications such as Microsoft Word, Excel, and Outlook.

• Excellent verbal and written communication skills.

• Fluency in French is required (BBB).

• Ability to work independently in an unsupervised environment.