The IT Support Technician is responsible for providing telephone-based, and desk side technical support. Your primary objectives will be problem ownership and resolution, combined with superior customer satisfaction and service level attainment.
Answer phone calls as part of the IT Support ACD Helpline on how-to questions and general inquiries. This includes problem resolution with Windows Operating Systems, Apple devices, tablets, cell phones, Google applications, shrink-wrap and custom client applications, network issues, PC’s, printers and other hardware devices.
Image/build and deploy replacement Laptops and Desktops
Setup desk workstations including Monitor on arms, docking station, keyboard, mouse and headset
Interact with technical support groups, vendors, and the client to manage problems not resolved on first contact.
Provide desk side support including desktop setup, telephone/Android/iPhone setup, and Audio/Video Conference setup and support.
Setup PowerPoint meetings, and video conferencing for presentations
Log all calls in the appropriate call logging tool
Adhere to process and TSX security guidelines, provide input for on-going productivity improvements, work on various projects, assume ownership of various roles within the team and be accountable for team targets and measurements.
Work with a variety of enterprise applications including (but not limited to) Google Cloud Apps, ServiceNow and some Lotus Notes databases, including change, add, and deletes for employees, hardware and software requests and access requests.
Complete CADs (Change, Add, and Deletes) and ServiceNow onboarding tickets for employees that are moving, new, and departing.
Provide VPN support to users off-site
Resistance to stress;
Superior communication and customer service
Troubleshooting and problem determination
Experience with Apple device administration and support(MacBook, iMac, iPad)
Experience with Google Suite applications(Gmail, G+, Docs, Sheets)
Experience with Windows 7 Operating System
Knowledge of MS Office Suites
Knowledge of Lotus Notes is an asset
Ability to perform physical tasks such as lifting heavy equipment
Knowledge and experience with System Management tool such as SCCM and LANDESK
Knowledge of general PC and Laptop maintenance and repair
Understanding of TCP/IP, HTML, LAN/WAN
Understanding of firewall and VPN Technologies
Post Secondary Education with 1+ years experience providing PC/MAC Technical Support
Bilingual in English and French is a strong asset