Supports Telus Corporate store and Koodo/Kiosk Storesfor Hardware and Software. Support 365 Telus Corporate Store and Koodo Kiosk for their Hardware and software issues all over CANADA Network Monitoring using ORION WPOS server configuration and POS Terminal configuration Mapping Network Printers on all terminals/Laptop/Surface Tablets Providing setting up of New Store Open  Setting POS on IPAD’s and Surface Pro (MHUB) Dispatching Field Technician’s if needed  Managing all terminals in Active Directory Accessing JUMP SERVERS for DHCP reservation Handling HIGH SEVERITY ISSUE and fixing it in timely manner ( ON CALL SUPPORT 24/7)

 Interacts with call center agents, office staff, and remote and home workers via calls, chat, and electronic form, regarding IT issues and queries. Records interactions into the ticketing system ensuring accurate and complete ticket profiling, logs, and resolution details. Troubleshoots and identifies technical problems diagnoses error messages, determine causes, and either provide resolution or escalates to the proper support team. Tracks and monitors the status of issues to ensure proper follow-up and resolution. Take ownership of user problems and follow up the status on behalf of the user and communicate progress in a timely manner. Responds to escalation requests and notify management as required. Informs Tier 2 and Tier 3 support of incidents affecting service interruption. Ensures problems are accepted within targeted levels. Escalates if the ticket is not accepted or resolved by support groups within targeted SLA’s. Maintains a high degree of customer service for all support queries and adhere to all service management principles. Contributes to the improvement of processes and knowledge base. Software / Hardware troubleshooting Perform remote troubleshooting

 Handles inbound/outbound calls and chat sessions from clients Removes viruses & spywares with a basic education on how to avoid these threats Configures Windows Updates and optimizes startup programs & services to free as much as possible resources for the computer Software and Peripheral device installation with basic instruction and navigation on how to use the software/device including email clients, browsers, games, printers, scanners, etc. Home Network Configuration that includes file & printer sharing, security cameras and VOIP, etc.

 Assist client with their telephone issues such as No dial tone , noise on the line and can’t be reach Issue. Voice Mail support . Setting up call forwarding. Setting up for scheduled dispatch.

 Handles all inbound calls from clients Provides technical support for internet connection and troubleshooting Assists clients on the installation/configuration of their computer modem/router Configuration of Email/Web Hosting Handles VOIP/IPTV related issues