Systems Support Professional- Tier 1 - Toronto, Canada - Jolera

Jolera

Verified Company

Toronto, Canada

1 day ago

Posted by:

Sophia Lee

beBee Recruiter

Description

In this role, you will be providing deskside support at the client location in Toronto Downtown.

While at our clients' offices, you'll need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices - workstations, laptops, smartphones, and other peripherals.

You will also configure devices, manage inventory, perform maintenance tasks, and update documentation.

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.