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. 

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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 

• 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. 

Service Desk Technician L2 – Mandatory Skills 

• 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 

Service Desk Technician L2 – Preferred Skills 

• 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 L2 – Assignment Start Date ASAP – 7 months to start Service Desk Technician L2 – Assignment Location Ottawa, ON – Work Onsite

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home