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IT Systems Support Professional- Tier 1- Overnight

3 months ago

Toronto, Ontario, Canada Jolera Full time
**In this role, you will be providing overnight, remote deskside support for the hours of 12am

  • 8am EST
**While at our clients' offices, you'll need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices - workstations, laptops, smartphones, and other peripherals. You will also configure devices, manage inventory, perform maintenance tasks, and update documentation.


You'll have hands-on experience working with Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more.


What You'll Do

  • Process service tickets and assign them to appropriate service resources, as necessary.
  • Maintain service ticket ownership throughout the life of the support incident.
  • Escalate highprofile issues to the Service Desk Manager for appropriate handling and routing.
  • React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager/Field Services Manager.
  • Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location.
  • Install, configure, and diagnose client workstations and equipment.
  • Conduct onsite problem determination and analysis.
  • Provide advice and technical guidance to end users and technical resources as the situation warrants.
  • Go onsite to support customers or projects that can't be performed remotely as well as routine maintenance.
  • Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
  • Document in detail the activities carried out as well as the technical information collected.
  • Maintenance of the internal network cabling and crossconnects. Executing changes as required.
  • Maintenance of network printer devices.
  • Assist with account management activities.
  • Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket.
  • Identify and escalate production critical issues to the appropriate groups.
  • Perform data backup and recovery at a user level, as required.
  • Comply with internal controls and policies as applicable.
  • Responsible for oncall/asneeded support for remote locations.
  • This position requires some overtime/oncall hours and carrying a mobile phone.
  • Ability to make sound judgment calls and escalate to senior resources when needed.
  • Able to lead conversations of a technical nature with end users who may not have any technical expertise.
  • Physically capable of lifting and carrying packaged computers, monitors, and other equipment.

Who You Are

  • 35 years experience in a technical support role.
  • Relevant Degree/Diploma or equivalent.
  • Proven problemsolving and analytical skills.
  • Must have access to a vehicle with a valid driver's license.
  • Excellent attention to detail.
  • Ability to document processes and accept feedback.
  • Strong ability to work within a team environment.
  • Excellent communicator and personable.
  • Ability to make sound judgment calls and escalate to senior resources when needed.
  • Able to lead conversations of a technical nature with end users who may not have any technical expertise.
  • Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
  • Some knowledge of database technologies is an asset
  • Handson experience with troubleshooting, replacing, and configuring hardware, including PCs, mobile devices, servers, and other networking equipment.
  • Strong knowledge of all Endpoint OS
  • Windows Operating Systems, MacOS, iOS.
  • Experience with using Endpoint management solutions such as JAMF, SCCM, MBAM etc.
  • Someone who thrives in a fastpaced, highenergy environment.
  • Always conducts with a poised and professional demeanor.
  • Able to work collaboratively within a team

Assets

  • Industry certifications
  • Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.
  • Basic working knowledge of Linux and Unix.
  • Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.
  • Handson Experience with print publishing software.
  • Experience in timecritical manufacturing/production environments.