IT Service Desk Technician, Level II

As an IT Service Desk Technician, Level II personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.

In addition,?technicians?should have a strong technical understanding of technology, including the various hardware, software and networking systems being supported.

The ideal candidate enjoys tackling changing demands and priorities, troubleshooting an array of hardware and software related issues, as well as learning new technologies on a regular basis.

Job Duties and Responsibilities

• Level II desktop support technician for the desktop operation and escalation team.
• Provide direct support to all executives
• Responsible for managing senior escalations, deep dive analysis of branch environment, white glove service, onsite support, project activities, and technical solution deployments.
• Effectively examine issues, identify solutions, and suggest preventative maintenance actions
• Assist in implementing technology-based business solutions, as well as researching industry's best practices
• Provide support via in person, phone, email, and through our ticketing system Oasis
• Respond to and resolve IT ServiceDesk tickets with team’s SLA
• Maintain close contact and open communications with end users until an issue has been resolved
• Escalate complex issues to Tier 3 and Management appropriately according to our Escalation matrix
• Conduct technical support in line with IT documented procedures
• Provide managers with regular updates on common problems encountered and identify possible longer-term solutions / improvements to reduce future problems
• Use Teams chat and email channels to inform team of critical issues and information which will help improve team’s performance
• Inform and coordinate with Operations and other computer users of procedures that would interrupt, affect, or interfere with their work
• Maintain good working relationships with all cooperative workers.
• Treat co-workers and members with respect and courtesy Qualifications and Requirements :
• 5+ years of level II Desktop, and Network support in Windows 10 environment
• 3+ years of advanced technical knowledge and business insight, handle escalations and specialized services.
• Onsite and remote technical support and troubleshooting for all employees and teams across Canada
• Experience of providing technical training to peers and other departments.
• Completing a university degree in Computer Engineering, Network Engineering, Computer Science or a related field preferred
• Strong communication, organization, and time management skills, as well as a willingness to learn and strong work ethic
• Good oral & written communication skills. Must be able to explain difficult abstract concepts verbally and in writing
• Participate in the on-call rotation as agreed by the Level II Support team. When on call, be prepared to always address technical issues
• Any of the following certs (Cisco CCNA, MCP / MCSA / MCSE / A+ / ITIL) This is not meant to be an exhaustive list of duties and responsibilities.

Position may require additional tasks, duties or projects as assigned.