IT Client Support Analyst - Richmond, Canada - CHC Helicopters

CHC Helicopters

Verified Company

Richmond, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Reach Beyond:

CHC provides unmatched helicopter services that enable our customers to reach beyond - to work in remote and challenging destinations that limit others - and come home safely.

We are dedicated to our purpose of getting our customers where they need to be, when they need to be there, anywhere in the world - safely and reliably.

All you have to do is get on board

At CHC, we pride ourselves on our values and culture:

Simplicity:
Finding the most efficient way in everything we do

Agility:
Moving quickly and decisively

Collaboration:
Working together with candor and transparency

Innovation:
Creating solutions and leading change

Ownership:
Working with passion and doing what needs to be done

Role Summary:
The Client Support Technician provides 2nd level IT support and is responsible for all end point devices. This role provides both remote and physical hands on support for all user infrastructure issues that are not resolved by the Service Desk

Key Responsibilities:

Monitor the IT Service Now queue and triage incidents and request not resolved by 1st level support teams
Provides 2nd level IT Infrastructure support for all end user issues including Desktops, Laptops, Conference Rooms, PC Applications, Mobile devices, Network & Server support
Responsible for the management and upkeep of all end point devices including security and operating system patches
Record required information regarding incidents and requests in Service Now. Update tickets with the appropriate information, keep users informed of progress and close ticket with proper resolution data
Provides proper escalation of issues not resolved to 3rd level engineers including full issue description and troubleshooting steps completed
Manages End point Asset data base
Follows all IT policies and procedures, ensures proper build for all end point devices
Works with local vendors for all mobility, VOIP, Printing & Network related support and escalations
Works with Infrastructure engineers to support network and servers as required
Leverages tools such as MS Autopilot or VM Workspace one to deliver modern remote device management solutions
Looks for and promotes innovative ways to improve user productivity, cost efficiencies and IT support requirements across the end point device landscape
Creates knowledge articles and assists with continuous training of the Level 1 support team
Provide rostered oncall support for regional and global operations
Other duties as directed by the IT Manager.

Qualifications, Skills & Attributes:

Required Qualifications -

Bachelor's degree in computer science or related area from fouryear university; or eight (5) years related experience and/or training
Minimum 3 years knowledge and experience supporting various Office 365 workloads
Minimum 3 years' experience providing desktop support
Strong knowledge of MS Windows, MAC's iPads, iPhone, Android hardware and software
Knowledge of security tools such as Carbon Black, Bit9, MS Azure, Okta,
Strong understanding of Service Desk related best practices, policies, procedures and implementation experience. Service Now experience preferred
Relevant experience with Multi-Factor Authentication and VPN
Exceptional customer service skills
Good troubleshooting capability throughout the technology stack
Ability to understand and react appropriately to business critical issues