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L2 IT Support Technician

3 months ago

Welland, Canada Innio Full time

As an L2 IT Support Technician specializing in end-user support, you will play a crucial role in ensuring the smooth functioning of IT services for both onsite and remote users. Your responsibilities will involve troubleshooting hardware and software issues, providing technical assistance, and maintaining a seamless IT experience for all end users.

Key Responsibilities:
  1. Onsite End User Support:
    Provide hands-on support for end-users at the physical location, addressing hardware and software-related issues promptly.
    Install, configure, and maintain workstations, laptops, printers, and other end-user devices.
  2. Remote End User Support:
    Offer remote assistance to offsite users, troubleshooting software problems, connectivity issues, and providing technical guidance.
    Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced.
    Consult user guides, technical manuals and other documents to research and implement solutions.
    Reproduce, diagnose and resolve technical problems encountered by users.
    Provide advice and training to users in response to identified difficulties.
    Provide business systems, network and Internet support to users in response to identified difficulties.
    Collect, organize and maintain a problems and solutions log for use by other technical support analysts.
    Participate in the redesign of applications and other software.
    May supervise other technical support workers in this group.
    Utilize remote support tools to diagnose and resolve issues efficiently.
  3. Technical Troubleshooting:
    Diagnose and resolve hardware and software problems, ensuring minimal downtime for end users.
    Collaborate with other IT teams to escalate and address complex technical issues.
  4. Software Installation and Updates:
    Install, upgrade, and configure software applications on end-user devices.
    Ensure that all software is up-to-date and compatible with the organization's standards.
  5. User Training and Communication:
    Conduct training sessions for end-users to enhance their technical skills and knowledge.
    Communicate IT policies, procedures, and updates to end-users in a clear and concise manner.
  6. Documentation Control:
    Maintain accurate records of end-user support requests, troubleshooting steps, and resolutions.
    Contribute to the knowledge base to facilitate efficient issue resolution.
  7. Collaboration with Remote Teams:
    Collaborate with remote IT teams to coordinate support efforts and ensure consistent service levels for all end users.
    Contribute insights and feedback to improve remote support processes.
Qualifications:
  1. Associate degree or equivalent in Information Technology, Computer Science, or a related field.
  2. Proven experience in providing end-user support in both onsite and remote environments.
  3. Proficiency in diagnosing and resolving hardware and software issues on various platforms.
  4. Familiarity with remote support tools and technologies.
  5. Strong interpersonal and communication skills.

Note: This job description outlines the general responsibilities and qualifications for an Onsite IT Technician specializing in end-user support for both onsite and remote users. Actual duties and qualifications may vary based on organizational needs and priorities.

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