2020-007 - TECHNICAL SUPPORT SPECIALIST - FILLED
Overview:
As a Full-Time Technical Support Specialist, you will have the opportunity to join our company at an exciting time to add your own flavour to the division’s operations. You will be a key player within the company, providing high-quality computer customer service to our clients.
Your main responsibility will be to deliver remote and onsite IT support to our Managed IT Services clients. You will monitor and maintain computer systems, networks, and infrastructure for multiple clients. Your responsibilities will include diagnosing hardware and software problems and fixing technical issues within a predefined Service Level Agreement (SLA).
You will get a chance to participate in IT project work and be responsible for setting up new hardware, including servers, firewalls and networked devices, such as switches/routers. It is a highly technical role with an opportunity to interact with all levels of technology and equipment.
We are looking for a motivated individual who will help us build up our Managed Services by contributing to the development and success of the division. If you think you are up to the challenge, apply today!
Responsibilities:
Respond and resolve service requests from our clients in a timely, efficient and courteous manner
Document all problem incident steps in the service desk system
Perform post-resolution follow-ups to help requests
Installing, upgrading and configuring computer hardware, operating systems and applications for workstations and servers
Monitoring and maintaining computer systems
Troubleshooting system problems and diagnosing and solving hardware/software faults
Implementing and configuring backups for desktops and servers
Setting up new users with accounts and emails, and configuring their computers with their profile
Working continuously on a task until completion taking care to escalate when appropriate
Prioritizing and managing many open cases at one time
Rapidly establishing a good working relationship with our clients and other professionals
Testing and evaluating new technology
Requirements
Mandatory
Post-secondary degree or a diploma in Information Technology
Three or more years of experience working in the Information Technology field
Eligible for Secret II security clearance
Valid driver's license
Bilingual – French/English
Other
Excellent interpersonal skills, communication skills, and time management skills
Strong customer-service skills with attention to detail
Able to follow through and prioritize tasks independently
A team player willing to share information with colleagues freely
Self-starter, self-motivated individual who enjoys the challenge of a dynamic work environment
Fast learner and adaptive individual who can identify and understand the appropriate software and hardware used by the organization
An individual who believes in a strong ethical standard and has a professional demeanor
Technical Experience
MCSE/MCSA, CompTIA, CCNE/CCNA or other such designation is preferred but not mandatory
Strong knowledge of personal computer hardware, configuration, installation, and maintenance
Strong knowledge in diagnosing and problem solving related to hardware, software, laser printers and operating systems
Experience in supporting and maintaining Microsoft Windows Operating Systems in domain/workgroup environments
Experience with Microsoft Exchange/Outlook, Microsoft Office 365, mobile devices and common desktop applications
A good understanding of networking services such as TCP/IP, DNS, DHCP, VPN, RDP
Knowledge of data management, backup and archival processes
Experience with remote management and monitoring tools
Some experience with wireless access points and controllers
Some experience with network