Technical Support Analyst, Digital Solutions - On-Site

At GTel, seeing is believing. We don’t just mitigate, we eliminate risk for telecommunication firms, gas companies, municipalities and electricity distributors, through first class utility damage prevention services. With our expertise in utility locates, pole testing, ground penetrating radar, leak and corrosion detection, meter reading we help reduce risk and improve safety in the communities we serve.

We offer clients a broad range of services to help utility projects thrive from concept to completion. GTel’s people are at the centre of its brand. Every day we deliver on our brand promise to Cherish Customers, Deliver Flawlessly, and stay a Step Ahead. Our employees look beyond the conventional and reach for the extraordinary to win outside the box.

Technical Support Analyst, Digital Solutions

About The Role

The Technical Support Analyst, Digital Solutions is responsible for providing timely and effective resolutions to end-user productivity issues related to IT-serviced computer operations. This includes diagnosing problems, guiding users through issue resolution, communicating technical solutions in user-friendly language, conducting end-user training when necessary, and documenting all issues and solutions in the IT call-tracking system.

This position requires onsite work at the London, Ontario office during regular business hours.

Success in this position correlates directly with building and fostering strong relationships based on a reputation of trust, reliability, and integrity with GTel’s Damage Prevention Technicians, Managers, and customers.

Accountabilities

• Resolve end-user IT issues, such as password reset, software questions, PC hardware problems, Internet connectivity, configurations, and so on.
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.
• Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
• Diagnose and resolve minor network issues (e.g., LAN access).
• Recognize and escalate deeper and more complex issues to Tier 2 support technicians.
• Assist PC and network technicians by troubleshooting software, hardware, phone and network issues.
• Where necessary, assist network technicians in installing network interface cards, hubs, switches, network cabling, and so on.
• Participate in moves, adds, and changes to network and systems access for new, departing, or promoted/demoted employees.
• Accurately log work orders/IT tickets and resolutions into IT software management system; maintain vigilant maintenance of this process.
• Prioritize work orders/IT tickets according to severity.
• Conduct timely repair of IT equipment covered by third-party vendor maintenance agreements.
• Attend and/or conduct training sessions for end users; create training materials for end users (e.g., FAQ sheets).
• Use IT log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs.
• Compile, maintain, and file all repair records, reports, and other documents as required.
• Always maintain a high degree of professionalism, courteousness, and friendliness.
  
  

Required Qualifications And Experience

• High school diploma or equivalent required; a college or university degree is preferred, or a combination of education and relevant experience will be considered.
• Preferred certifications include CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
• Proven experience in an IT support role.
• Strong ability to diagnose technical issues, perform repairs on IT assets, and support a wide range of applications.
• Hands-on experience with server hardware and Microsoft Server software.
• Demonstrated ability to quickly analyze issues and determine the most effective resolution using available resources.
• Sound judgment in escalating complex issues to senior IT team members.
• Familiarity with IT management software tools and computer workstation setup.
• Excellent multitasking and prioritization skills in a fast-paced environment.
• Strong customer service orientation with effective communication skills.
• Good manual dexterity for operating desktop computers and peripherals.
• Must be physically capable of inspecting equipment and lifting up to 50 lbs.
  
  

Success Factors

• Customer focused.
• Excellent communication, negotiation skills – written, verbal and presentation
• Teamwork and interpersonal skills.
• Critical thinking with strong analytical skills.
• Creative thinking and problem-solving skills.
• Desire and ability to drive change and results.
• Ability to work well with minimal supervision.
• Strong teamwork and interpersonal skills
• Highly motivated self-starter with a strong sense of urgency.
• Embraces innovation, change, new concepts, and technology.
• Ability to work in a stressful environment with time sensitive deliverables.
• Tolerance for ambiguity and ability to quickly adjust to changing priorities.
• Ability to work in a stressful environment with time sensitive deliverables
• Ability to conceptualize and be innovative
• Ability to interact with all levels of the organization both internally and externally
• Open to traveling, working flexible hours (including outside of regular shifts), and putting in overtime as needed based on workload and seasonal demands.
  
  

We promote a culture that is inclusive, diverse, innovative, and performance driven in an environment that is fun and exciting. If interested in this position, please apply to this posting.

GTel is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, GTel will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.