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

Plan Group

Verified Company

Vaughan, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

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 technologybased business solutions, as well as researching industry's best practices
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 longerterm solutions/improvements to reduce future problems
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 coworkers 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 oncall 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.