Service Desk Operations & Troubleshooting Excellence - ON-1162

Genre de projet: Innovation
Discipline(s) souhaitée(s): Informatique, Sciences mathématiques, Affaires, Sciences sociales et humaines
Entreprise: Digital Fire
Durée du projet: 6 mois à 1 an
Date souhaitée de début: Dès que possible
Langue exigée: Anglais
Emplacement(s): Oakville, ON, Canada
Nombre de postes: 1
Niveau de scolarité désiré: Études de premier cycle/baccalauréat
Ouvert aux candidatures de personnes inscrites à un établissement à l’extérieur du Canada: No

Au sujet de l’entreprise: 

Digital Fire is a Canadian IT services provider that helps organizations stay productive and secure through reliable support and practical technology. We deliver day-to-day service desk assistance, device and user management, Microsoft 365 administration, and light networking support, all backed by clear processes and friendly communication. Our culture values curiosity, accountability, and continuous improvement — we measure what matters, learn quickly, and turn lessons into better playbooks. We invest in training so team members can grow from a solid technical base into well-rounded professionals who troubleshoot methodically, document clearly, and deliver great client experiences. By combining proven tools with disciplined problem solving, Digital Fire keeps clients running smoothly while building a scalable, high-quality support operation.

Veuillez décrire le projet.: 

Digital Fire is strengthening its managed service desk to improve response times, first-call resolution, and overall client experience. The intern will focus on “troubleshooting excellence” — applying a structured approach (hypothesis → test → verify), capturing clean notes, and converting recurring fixes into clear playbooks that anyone on the team can follow.
Day-to-day activities:
● Triage and resolve tickets via phone, email, remote tools, and our ticketing platform, keeping clients informed with calm, clear updates.

● Troubleshoot Windows/macOS endpoints, basic networking (Wi-Fi/LAN), printers/peripherals, and Microsoft 365/Entra basics.

● Document reproducible steps and contribute short “how-to” articles for common issues; partner with senior staff on escalations and small changes.

Enablement & guardrails:
● Structured onboarding, runbooks, and remote support tooling provided; work is internal service delivery (no external research or surveys).

● Weekly coaching on root-cause analysis, communication, and documentation quality.

Expected outcomes & deliverables:
● KPI uplift: improved first-call resolution, reduced ticket aging, faster average handle time (tracked in the PSA).

● A set of reusable troubleshooting playbooks (step-by-step articles with preconditions, checks, and expected outcomes).

● A brief end-of-term report summarizing KPI movement and recommended workflow improvements.
This Business Strategy Internship advances Digital Fire’s service operations by standardizing processes and building a library of best-practice fixes, while giving the intern real-world experience balancing technical depth with communication, prioritization, and customer care.

Expertise ou compétences exigées: 

● Troubleshooting mindset: strong analytical reasoning, pattern recognition, and methodical isolation of faults.

● Technical base (trainable): Windows/macOS endpoint support; basics of networks (Wi-Fi/LAN), printers/peripherals.

● Tooling: ticketing/PSA, remote support utilities, and clear written documentation of steps and fixes.

● Communication: calm, empathetic client updates; ability to ask sharp questions and synthesize answers.

● Ownership & pace: juggle multiple tickets, prioritize well, close the loop, and escalate early when needed.

● Nice-to-have: exposure to Microsoft 365/Entra/AD, MDM, or scripting; CompTIA A+ or similar.

● Growth attitude: willing to learn—Digital Fire will train the right candidate on our stacks and processes.