IT Systems Support Professional- Tier 1- Overnight - Toronto, Canada - Jolera
Description
**In this role, you will be providing overnight, remote deskside support for the hours of 12am- 8am EST
You'll have hands-on experience working with Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more.
What You'll Do
- Process service tickets and assign them to appropriate service resources, as necessary.
- Maintain service ticket ownership throughout the life of the support incident.
- Escalate highprofile issues to the Service Desk Manager for appropriate handling and routing.
- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager/Field Services Manager.
- Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location.
- Install, configure, and diagnose client workstations and equipment.
- Conduct onsite problem determination and analysis.
- Provide advice and technical guidance to end users and technical resources as the situation warrants.
- Go onsite to support customers or projects that can't be performed remotely as well as routine maintenance.
- Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
- Document in detail the activities carried out as well as the technical information collected.
- Maintenance of the internal network cabling and crossconnects. Executing changes as required.
- Maintenance of network printer devices.
- Assist with account management activities.
- Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket.
- Identify and escalate production critical issues to the appropriate groups.
- Perform data backup and recovery at a user level, as required.
- Comply with internal controls and policies as applicable.
- Responsible for oncall/asneeded support for remote locations.
- This position requires some overtime/oncall hours and carrying a mobile phone.
- Ability to make sound judgment calls and escalate to senior resources when needed.
- Able to lead conversations of a technical nature with end users who may not have any technical expertise.
- Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
Who You Are
- 35 years experience in a technical support role.
- Relevant Degree/Diploma or equivalent.
- Proven problemsolving and analytical skills.
- Must have access to a vehicle with a valid driver's license.
- Excellent attention to detail.
- Ability to document processes and accept feedback.
- Strong ability to work within a team environment.
- Excellent communicator and personable.
- Ability to make sound judgment calls and escalate to senior resources when needed.
- Able to lead conversations of a technical nature with end users who may not have any technical expertise.
- Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
- Some knowledge of database technologies is an asset
- Handson experience with troubleshooting, replacing, and configuring hardware, including PCs, mobile devices, servers, and other networking equipment.
- Strong knowledge of all Endpoint OS
- Windows Operating Systems, MacOS, iOS.
- Experience with using Endpoint management solutions such as JAMF, SCCM, MBAM etc.
- Someone who thrives in a fastpaced, highenergy environment.
- Always conducts with a poised and professional demeanor.
- Able to work collaboratively within a team
Assets
- Industry certifications
- Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.
- Basic working knowledge of Linux and Unix.
- Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.
- Handson Experience with print publishing software.
- Experience in timecritical manufacturing/production environments.
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