Technical Support Specialist

POSITION SUMMARY Provide professional assistance to external clients experiencing hardware technical problems with supported desktops, laptops, peripherals and more. Assist other support teams with onsite troubleshooting (hands and feet), for example assisting Network Operations troubleshoot connectivity issues. Troubleshoot and replace network gear, switches, routers, and other network hardware replacements. Confirm network connectivity to new deployed devices. Remove hardware as required. Prepare client hardware for surplus processes. Provide onsite support to VIP group, including mobile devices. Assist with remote support when required. Participate in connect/reconnects (move) projects.

POSITION DUTIES AND RESPONSIBILITIES Provide Level 2 technical support to our client’s end users (network, mobile devices, desktops, laptops, peripherals, etc.). Maintain standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers. Participate in IT projects as required. Install, support, and troubleshoot approved desktop software when remote support is not possible. Provide onsite support services to clients. Provide feedback and make recommendations to appropriate teams for any process improvements identified. Demonstrate good judgment with defined procedures and practices to determine appropriate action. Ability to work on call after hours as required. Communicate effectively with multiple clients and co-workers. Able to communicate technical information to both technical and non-technical personnel. Provide status updates to management and end-users on applicable issues. Provide smart phone support and diagnostics to remote clients. Escalate unresolved issues to management promptly. Provide feedback and recommendations for KBA (Knowledge Based Articles).

QUALIFICATIONS

• Ability to work independently and take ownership
• Technical and analytical skills required
• 1 year experience supporting Microsoft Windows operating systems
• 1 year experience supporting Active Directory administration/troubleshooting
• 1 year experience installing, configuring, using and troubleshooting supported versions of Microsoft Office
• Strong interpersonal skills in dealing with a wide range of clients with varying computer abilities
• 1 year experience supporting and troubleshooting local area network (LAN) and VPN connectivity issues

EDUCATION and/or WORK EXPERIENCE

• Associate's Degree or equivalent certification and experience
• A+ Certification recommended, MCTS, MCITP, ITIL Certification are strong assets
• 1 to 2 years of related experience is an asset
• Experience working in corporate environment will be considered an asset

SPECIAL CONDITIONS (Travel, work environment, physical demands, certificates, licenses etc.)

• Valid driver’s license
• Ability to travel as required
• Ability to work on call after hours as required
• Ability to lift 50lbs (printers, desktop machines, etc.)