Technical Support - Markham, Canada - BFG Enterprise Services

BFG Enterprise Services

Verified Company

Markham, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Technical Support - Command Centre Specialist

Role:

Responsible for providing second level technical assistance within the assigned region, providing high-end technical hardware and software support at the desktop, laptop, servers, storage units, printer, network, and operating systems level to satisfy the needs of client company end users.

Act as a technical resource in assisting users resolve high end technical issues. Support and train Field Service Technicians within the assigned region. Provide on-site troubleshooting and resolution of desktop problems. Responsible for advising and providing consultation, installation, training and technical assistance to the end-user community.

Responsibilities and Duties:

Provide responsive, timely support to all escalated enduser questions and support requests from Field Service Technicians, within assigned region.
Act as primary third point of contact for desktop and laptop support and troubleshooting for the client company. Perform complex problem determination and resolution identifying hardware and software problems
Install, configure and upgrade operating systems and software, using standard business and administrative packages.
Remotely configure computers, network infrastructure and peripherals such as printers, scanners, and related hardware.
Ensure all incidents are properly logged, triaged, routed, escalated and closed in accordance with predetermined service levels and incident management processes.
Perform trend analysis to highlight reoccurring incidents within the computing environment and work with the regional team to take corrective action.
Assist with training staff in the use of standard business and administrative software, including work processing, spreadsheets, and database management, providing instruction or written documentation where required.
Make hardware and software acquisition recommendations.
Communicate changes, fixes and processes to the user community.
Assist with the planning, design, research and acquisition of new or upgraded hardware and software systems. Review and evaluate new desktop technology.
Ensure that client's technology requirements and physical setup and configuration of desktop hardware, software and local and network printers are accurately determined, documented and satisfied.
On occasion, may be requested on short notice to travel to customers' sites within assigned region to resolve desktop issues
Document desktop issues and problem resolutions undertaken
Establish and maintain problem reporting and maintain technical documentation
Escalate any outstanding and unresolved issues to the attention of Director, IT Technical Services and VP, Professional Services within prescribed time requirements as per service contracts.
Assist in the development and maintenance of user training manuals and programs.
Acquire and maintain current knowledge of all hardware and software technologies in use across the client company in order to provide technically accurate solutions to users.
Reduce user downtime by providing new equipment or upgrades during slow periods or during off hours.
Help to evaluate and test new hardware and software for effectiveness.
Help to develop standards and policies for service level agreements. Ensure all help desk activities are adhered to as per service level agreements.

Requirements:

College or University graduate of Computer Science or Computer Studies program
23 years of related Technical Support experience
Working and advanced operating knowledge of IT hardware/equipment installation, testing and support
Windows and Linux OS knowledge is an asset
POS experience is a valuable asset
Must possess strong customer service attitude and interpersonal skills
Detail oriented with strong organizational skills
Available and willing to work rotating shifts to support client company users with 24/7 service (this includes nights and weekends)

BFGLP

Job Types:
Full-time, Permanent

Schedule:

10 hour shift
12 hour shift
8 hour shift
Day shift
Night shift

Application question(s):

Are you able, willing and available to work rotational shifts to fully support our internal and external customers with 24/7 service?
Do you have 23 years of related Technical Support experience (VMware VCSA. VMware ESXi, Windows Server 2016, SUSE Linux, RedHat Linux, Windows 10, AirWatch,/WS1 environment, iSCSI connection storage devices)
Do you have working and advanced operating knowledge of IT hardware/equipment installation, testing, troubleshooting and support?
Do you have a college diploma or university degree in Computer Science or Computer Studies program or equivalent experience?

Experience:

- related
Technical Support: 2 years (required)

Work Location:
In person