About Company
Join Hiring.zycto, where innovation meets exceptional service, especially as the world sleeps. We are a dynamic tech services firm dedicated to empowering businesses with seamless IT solutions around the clock. Our culture thrives on support, continuous learning, and recognizing the vital role our night shift heroes play in maintaining operational excellence. We champion an environment where your expertise in problem-solving and customer care truly shines, providing crucial assistance when it matters most. For a Service Desk Agent on the night shift, this means being at the forefront of critical support, making a tangible impact.
Job Description
Are you a night owl with a passion for technology and a knack for problem-solving? Hiring.zycto is seeking a dedicated Service Desk Agent to join our essential night shift team in Pelmo Park, Toronto. This isn’t just a job; it’s an opportunity to be the backbone of our operational stability during critical off-peak hours. In this role, you will be the first point of contact for our valued clients, providing crucial technical support and ensuring their systems run smoothly through the night.
Working independently yet as part of a highly connected global team, you will diagnose and resolve technical issues ranging from software glitches and hardware malfunctions to network connectivity problems. Your ability to think quickly, communicate clearly, and remain calm under pressure will be key to your success. We understand the unique demands of night work and foster an environment that values your contribution, offering excellent support and resources to help you thrive.
This position requires a sharp mind, an empathetic approach to customer service, and a proactive attitude towards identifying and escalating more complex issues. You’ll be instrumental in maintaining our high standards of service delivery, documenting every interaction meticulously, and contributing to our knowledge base. If you’re looking for a role where your technical expertise and commitment to service can truly make a difference, particularly when most are offline, then Hiring.zycto is the place for you. We are committed to your growth and provide pathways for skill development and career advancement within our expanding organization. Embrace the challenge of the night shift and become a critical part of our continuous success story.
Key Responsibilities
- Provide first-line technical support to end-users via phone, email, and chat during night shift hours (typically 10 PM – 7 AM).
- Diagnose, troubleshoot, and resolve hardware, software, network, and application issues efficiently.
- Escalate complex or unresolved incidents to appropriate senior support teams with detailed documentation.
- Perform proactive monitoring of systems and services, identifying and addressing potential issues before they impact users.
- Create and maintain comprehensive documentation of incidents, resolutions, and knowledge base articles.
- Adhere strictly to ITIL processes, including incident, problem, and change management procedures.
- Assist with user account management, including password resets and permission modifications.
- Ensure timely and effective communication with users regarding incident status and resolution.
- Participate in ongoing training and professional development to stay current with technology trends and best practices.
Required Skills
- Minimum 1 year of experience in a Service Desk or IT Support role.
- Proficiency with Windows operating systems and Microsoft Office Suite.
- Basic understanding of networking concepts (TCP/IP, DNS, VPN).
- Familiarity with remote desktop support tools.
- Excellent verbal and written communication skills in English.
- Strong problem-solving and analytical abilities.
- Ability to work independently and manage priorities effectively during night shifts.
- Exceptional customer service orientation and patience.
Preferred Qualifications
- ITIL Foundation certification.
- Experience with ITSM ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Knowledge of Active Directory and Microsoft Exchange/O365.
- Experience supporting cloud-based applications (e.g., Salesforce, Google Workspace).
- Previous experience working night shifts or in a 24/7 support environment.
Perks & Benefits
- Competitive salary with night shift differential.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday benefits.
- Opportunities for professional development and IT certification support.
- A supportive and collaborative team environment.
- Employee assistance program (EAP).
- Modern office amenities in a convenient Toronto location.
How to Apply
Ready to bring your technical expertise to our night shift team? Click on the application link below to submit your resume and cover letter. We look forward to reviewing your application and learning how you can contribute to Hiring.zycto’s success.