Bilingual Service Desk Technician

3 weeks ago

Halifax, Canada Aversan Inc. Full time

SERVICE DESK TECHNICIAN


Aversan Inc. (www.aversan.com) is a reputable Engineering Company that provides expertise in Systems Integration, Product Design/Development and Software/Product Testing for highly regulated industries including Digital Health, Medical Devices, IT and Aerospace. We are currently seeking a qualified Service Desk Technician to work on leading edge technology products. The successful candidate for this position will be a part of highly motivated and highly technical work environment that feeds off the collective energy of a team-oriented workplace.


Location: Halifax, NS (Fully On-site)


RESPONSIBILITIES


• Support multiple locations at any given time.

• Support users onsite and offsite.

• Maintain the end-user working environments, that include: Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals.

• Ensuring the company's computing environment is stable and performing optimally.

• Proficient in the use of a ticketing system (specifically ServiceNow), and is expected to log all calls, walkups, IM’s, or any other type of contact with end users that will require their support.

• Provide a high level of customer service at all times.

• 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.

• Diagnose, troubleshoot and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc.

• Ability to setup, support and trouble shoot VTC (Video Teleconference) and VOL (Video Online).


BASIC QUALIFICATIONS


• Associates Degree in Information Technology.

• A minimum of 1-2 years of service desk operations with proven experience in Windows technologies. PC hardware troubleshooting skills required.

• Full Active Directory experience.

• Formal Windows class-room training and certifications Microsoft technologies.

• Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP required.

• Proficient with Windows Win10 operating systems and Microsoft Office required.

• 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.

• 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.

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