IT Service Desk Technician, Level II - Vaughan, Canada - Plan Group

Plan Group Vaughan, Canada

1 week ago

Full time

Description

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.

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