Job Details

Requisition Number 18-0201
Post Date 9/21/2018
Title Service Desk Technician
City Yellowknife
Province/Territory NT
Closing Date 10/31/2018


We are currently accepting resumes for the full-time Service Desk Technician position located in Yellowknife, NT.


  • Receive, log and answer customer requests and issues via phone and email.
  • Trouble-shoot the required resolution including: device functionality, device configuration and internet & telephone connectivity.
  • Troubleshoot customer reported incident and initiate corrective action by walking user through solution or remote control of user’s desktop computer.
  • Handle inbound and outbound inquiries about repair, replacement, technical problem resolution.
  • Analyze requirements and devise test scenarios to validate internet & telephone connectivity against expected behavior and quality standards.
  • Passionately provide technical support and build rapport with a variety of customers and their changing technical requirements.
  • Uses appropriate communication skills and questioning techniques to assess customer needs in a timely manner.
  • Provide follow-up customer contact to ensure satisfactory resolution of incidents.
  • Monitor incidents for escalation, ability to escalate to management of incidents not being action in a timely way.
  • Drive sales of core products and services to existing and new customers.
  • Be committed to "being there" for our customers and share our dedication in striving to deliver world class Technical & customer support and first call resolution.
  • Be available  to  work  a  flexible  shift  rotation  (including  evenings,  weekends  and  statutory holidays) in an environment operating 7 days a week; overtime as required.
  • Other duties as required.
  • Actively participate in the Health & Safety program by working in compliance with OH&S Acts and Regulations, completing required training and reporting immediately to your Supervisor or Workplace H & S Committee member any work-related hazards and concerns.


  1. Minimum 2-year technical diploma in telecommunications or computers at a recognized technical institute.
  2. Cisco CCNA and/or CCNP certification or Comptia Network+ certification is a strong asset.
  3. Minimum of 12-18 months of experience in a Service Desk, Technical Support or similar role.
  4. Must have excellent English oral, comprehension and written communication skills and ability to convert technical terms into everyday language to ensure understanding.
  5. Understanding of the fundamental technologies and protocols on internet/data communications.
  6. Experience with wireless (or wired) modems & routers in troubleshooting/configuration an asset.
  7. Good understanding of network technologies, topologies, and protocols (TCP/IP, DSLAM/CMTS, SMTP, SNMP, IP Multicast, IP allocation & IP black listing, DNS) including common IP-based tools (FTP, telnet, ssh, voice and data terminal emulator).
  8. Experience in diagnosing, documenting & troubleshooting issues spanning multiple technologies.
  9. Knowledge of telecom carrier services and technologies including LNP, DMS-100, CS-1500, CS2K, SS7, PRI, and ISDN an asset.
  10. A positive, "can-do" attitude and customer focused approach that will enable you to deal with challenging situations with integrity, empathy and sincerity.
  11. Ability to work in a fast-paced, automated environment, and adapt to an evolving environment and the ability to multi-task (type and talk, type and listen).
  12. Telecommunication industry experience is an asset.
  13. Customer service or helpdesk certification training is an asset.
  14. Experience using an incident tracking system is an asset.
  15. Knowledge of ITIL Foundations is an asset.
  16. Participation in organizational health and safety and/or knowledge of H&S regulations in Canada, will be considered an asset.
  17. As part of the recruitment process for this position, candidates may be required to take
    pre-employment tests and/or complete work simulation exercise to assess job fit.


As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program.  We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are an Indigenous person, a woman, a person with a disability, or a visible minority if they wish to receive hiring preference.

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