Why this opportunity at Calligo?

Calligo is the world's first end-to-end managed data services provider, with a global track record in improving organizations' productivity & profitability by making their data more available, secure and safe.

Connect with colleagues globally
Working closely with colleagues across the UK, Europe and North America we have vibrant, modern office spaces all over the world! This is an exciting role for an individual to join the Service Operations team.

Supportive and dynamic team
You’ll be joining our award-winning team and play a role in a successful company that will allow you to build your technical skills and have an incredible growth path.

We know how hard our employees work and that our success comes from our people – a safe and supportive culture and employee wellbeing are at the heart of what we do.

Interested?
The role would be well suited to an individual who is "client-first" approach, that prioritizes client needs, building trust and long-term partnerships. The successful individual can convey their technical knowledge to our clients by providing superior technical support, troubleshooting and resolving both basic and advanced technical support requests.

**Calligo Canada is an equal opportunity employer and we are committed to achieving greater accessibility by providing accommodation for people with disabilities during our hiring process. Accommodations are available on request for qualified candidates during each stage of the recruitment process.

Key Responsibilities

• Logging, categorization and resolution of incidents reported by customers of Calligo services

• Effective escalation and handover of Incidents where it is not possible to resolve directly / alone

• Clear, effective communication to customers and colleagues

• Ownership and management of Service Tickets to which they have been assigned

• Provide reporting as required to line manager

• Effective and professional handover between team members.

• Complete all work in accordance with the internal compliance procedures

• Create and maintain documentation

• Maintain and develop professional skill set

• Support and knowledge share with other members of the team

• Foster strong working relationships with Calligo’s customers

• Possible onsite client visits required

Skills, Knowledge & Expertise

• Good communication skills both written and verbally in English
• 2+ years technical experience gained in an internal IT team or within a consultancy
• Experience of PSA platforms for Service Desk operations, Halo specifically being an advantage.
• Proven track record in support methodologies, e.g. ITIL.
• Sound problem analysis skills and an ability to manage and deliver under pressure in a Service Desk environment
• Experienced practical knowledge of Windows Server, Windows Client, Linux, and Active Directory
• Experienced practical knowledge of VMware Infrastructure
• Working knowledge of Microsoft Exchange
• Working knowledge of Microsoft Azure and Microsoft 365
• Notions in networking and security
• Experience designing, installing, configuring and maintaining all types of server, storage and network hardware
• Previous experience of working in a Customer Services/IT Service Desk role including use Service Desk management tools
• Experience of IaaS & cloud environments and deployments
• Certification in VMware product is an asset
• Certifications
  o MS-900:Microsoft 365 Fundamentals
  o ITIL v4 Foundation

Competencies

Core values include transparency, empathy, responsiveness, and proactive problem-solving.

Core Values and Principles of a Client-First Culture

• Empathy and Listening: Understanding the client’s unique challenges and goals, treating them as if they are the only client.
• Transparency and Trust: Being honest and transparent, which builds credibility.
• Proactive Service: Anticipating needs before they arise, going beyond simple reactivity to provide solutions that exceed expectations.
• Commitment to Success: Embedding client goals as the primary focus, aligning efforts to ensure their success.
• Responsiveness and Reliability: Consistently delivering on promises and responding quickly to requests.
• Long-Term Partnership: Focusing on building long-term loyalty rather than just short-term transactions
• Enthusiasm, Drive and Initiative
• Ability to work alone and within a team
• Ability to work to deadlines

Benefits

What can Calligo offer YOU?

• Training and development for career growth

• 25 Days Vacation, increasing with length of service

• RRSP employer matching

• Healthcare

• Life Assurance

• Flexible working

• Paid family leave

About Calligo

Calligo transforms data into businesses’ most lucrative asset. We combine great minds in data science, privacy, security and engineering with leading machine learning, data analytics and cloud platforms to support the operational, customer-centric and revenue-generation aspirations of some of the world's most ambitious and progressive organizations.