Technical Support Analyst
American Iron and Metal
Hamilton, Ontario, Canada
28,85 $-30 $ / heure (estimé)
Permanent
Temps plein
Job Description
Strategy & Planning
- Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
- Alert management to emerging trends in incidents.
Acquisition & Deployment
- Deploy pre-packaged software as needed using automated deployment tools.
- Assist in software releases and rollouts according to change management best practices.
Operational Management
- Assisting in providing Customer Service Agent support when request volumes are high.
- Act as an escalation point for advanced or difficult help requests.
- Build rapport with service desk customers.
- Escalate incidents with accurate documentation to suitable technician or vendor, when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Install antivirus software and ensure virus definitions are up to date.
- Install approved software requests manually or using a deployment server
- Test fixes to ensure problem has been adequately resolved.
- Contribute to technician knowledgebase and training as needed.
- Reinforce SLAs to manage end-user expectations.
- Provide suggestions for continual improvement.
- Assemble, image, and configure workstations, laptops and servers according to client specifications and details.
- Perform remote and onsite troubleshooting of hardware, software and networking issues for various clients.
- Perform support fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and application.
- Monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.
- Document any and all changes to client environments as well as applying the latest industry Best Practices
- Create new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT management services
- Proactively access software updates, drivers, knowledge bases and FAQ resources on the Internet / intranet to aid in client tech support problem resolution
- Assist Customer Service Agents with any tech support issues requiring assistance
- Other duties as assigned by upper management
Qualifications
- Computer Science degree or equivalent education / experience
- Minimum of 3-4 years experience in a similar position
- Autonomous, rigorous, and organized
- Excellent knowledge of MS Windows, MS Office, Azure AD, Intune
- Experience in networks (TCP / IP, VPN etc.) an asset
- Ability to analyze and manage priorities.
- Able to work in a team and under pressure.
- Very good communicator
- Bilingualism is an asset
- Driving license is required
Additional Information
What we offer :
- Full time, permanent position
- A competitive annual base salary, vacation, benefits, and a RRSP matching program.
- The tools and support needed to be successful in your career and professional development.
- A dynamic & rewarding work environment that is also a lot of fun!
Il y a 16 jours