Dartmouth, Nova Scotia
Technical Support for staff on company supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
The candidate will have knowledge in IP networking, Microsoft Office and operating systems, help desk processes and application deployment, support and trouble shooting. The Candidate will be highly experienced in providing excellent one-on-one end-user service, problem escalation/resolution and possess superb communication skills.
Provide desktop support services to JASCO end-users, both field and office staff, across multiple global locations. Provide troubleshooting and technical support via phone, remote desktop tools, IM and email. Advise end-users regarding the product's proper use and address specific user issues. During problem escalations, act as a liaison between end-users and Senior Technical Engineering.
The Support technician will perform the following tasks:
New end-user system builds, and system rebuilds (system refresh).
Software deployments and configurations on end-user systems.
Will assist/support the end-user during installations and upgrades.
Perform Daily audits of backups and health checks using central monitoring for core server systems.
Audit and follow-up on Anti-virus and Malware central monitoring.
Monitor and administer the Helpdesk ticket system and escalate to senior IT Staff as required.
Provide support to the on-site Systems Administrator/Engineer as required.
Research new and/or improved technologies with regards to end-user support.
The Support Technician will also be responsible for updating software licensing inventory, preparing software purchasing requests as required and keeping technical documentation up to date.
Required Qualifications and Experience
Strong technical and analytical skills.
Experience with service desk applications.
Understanding of the importance to log all help desk interactions.
Solid experience in problem analysis and resolution of software problems. Proven ability to function in a self-directed environment.
Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success.
Innovative thinker who is positive, proactive, and readily embraces change.
Solid customer service skills and the ability to handle end-users professionally during all forms of communication.
Strong written and verbal communication skills.
Redirect problems to appropriate resource and escalate situations requiring urgent attention.
Stay current with system information, changes and updates.
Research questions using available information resources.
Proficient with Microsoft desktop platforms in particular Windows 10.
Knowledge and understanding of “Cloud” computing and familiar with Office365.
Skills in user/site administration in SharePoint 2013/2016/2019.
Strong understanding of Ethernet, TCP/IP routing and general Network fundamentals.
Understanding of inventory control as they relate to staff issued equipment.
Able to acquire a Canadian Government security clearance
Education and Experience
Experience in a Tier 2 technical support role with networking experience in a technical support/help desk environment.
Working knowledge of fundamental operations of relevant software, hardware and other equipment.
Knowledge and experience of customer service practices. Knowledge of ITIL as they relate to Service Desk.
Strong understanding of the helpdesk general practices and procedures.
CompTIA Network+, CompTIA A+ (or equivalent) and Microsoft MCTS for Windows 10 (preferred).
Related experience and training from an accredited Technical Institution.
Please send resume to firstname.lastname@example.org
We thank all applicants for their interest; however, only candidates considered for an interview will be contacted.