CA-Procom
Service Desk Technician L (Remote)
Service Desk Technician L | CA-Procom | Canada
Service Desk Technician L2 On behalf of our client inthe Consulting Sector, Procom is looking for a Service Desk TechnicianL2 Service Desk Technician L2 – Job Description
- Provide outstanding customer service.
- ...
- Provide outstanding customer service.
- Has a strong desire to learn.
- Be logged into Call Center and ready to take incoming calls during standard business hours.
- Be in the on call rotation for after hour support
- Closely monitor ticket queue for incoming tickets and route to proper teams if not able to resolve.
- Document all end-user requests and interactions in ticketing system completing all steps as defined.
- Provide technical account management for customers resolving issues and escalating when appropriate.
- Provide fast responses and maintain a high level of professionalism at all times.
- Diagnose, troubleshoot and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc.
- Troubleshoot all inquiries regarding systems, hardware, software, and operator problems.
- Route or escalate requests to appropriate functional teams beyond Service Desk Team.
- Instruct users as well as troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software
- Ability to setup, support and trouble shoot VTC (Video Teleconference) and VOL (Video Online)
- Provide fast response and maintain a high level of professionalism at all times
- Provides reports to management
- Build and maintain knowledge base and document procedures
- Document and manage Product Development issues to resolution
- Lead/assist with training and quality improvement programs
- Collaborate with Engineering and all other supportive roles within the campus
- May also require interaction with external vendors and /or customers.
- High level of integrity with a strong work ethic
- Assist with other duties or projects, as assigned.
- Associate’s degree in information technology
- Formal Windows class-room training and certifications Microsoft technologies
- PC hardware troubleshooting skills required
- Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP required
- Proficient with Windows Win10 operating systems and Microsoft Office required
- Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
- Ability to balance priorities and work alone or a team equally well
- Ability to work under minimal supervision
- Good organization and project management skills with attention to details
- Ability to document solutions and train other staff
- Good verbal and written communication skills
- Excellent priority management skills
- Experience with PC hardware troubleshooting and repair skills required
- Ability to travel to office and data center locations for on-site support, as needed
- Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
- A minimum of 1-2 years of service desk operations with proven experience in Windows technologies.
- The ability to perform Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
- Ability to write reports, business correspondence, and procedure manuals
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Regulatory Compliance Requirements:
- Access to Trade Controlled Items
- Access to Controlled Goods
- Security Clearance – Reliability
- CA – Access to Trade Controlled Hardware, Software, Technical Information, Controlled Goods Program Clearance & Secret Security Clearance
- Experience with ServiceNow
- Experience working in an agile operations model.
- Experience working in a Microsoft 365 work environment (MS Teams, SharePoint, Exchange Online)
- One Microsoft desktop certification such as MCSE, MCSA, MTA highly desired
- ITIL certification desired
- Certifications in Windows system management is a plus
- Linux certification is a plus.
Service Desk Technician L | CA-Procom | Canada
Service Desk Technician L2 On behalf of our client in the Consulting Sector, Procom is looking for a Service Desk Technician L2 Service Desk Technician L2 – Job Description
Service Desk Technician L2 – Mandatory Skills
Service Desk Technician L2 – Preferred Skills
Service Desk Technician L2 – Assignment Start Date ASAP – 7 months to start Service Desk Technician L2 – Assignment Location Ottawa, ON – Work Onsite
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