Onsite Technical Support Specialist

7 days ago

Kelowna BC, Canada HRConnects Full time

Please note:
This role is 100 % onsite.

The Onsite Technical Support Specialist is responsible for providing “hands on” support to internal customers with all IT infrastructures from workstations, laptops, iPads, Android tablets, printers to network equipment, VOIP telephones, backup appliances, wireless access points, server equipment, storage devices, routers, switches, and any other technology used to operate the site.

Start Date:
TBD

Location:
Kelowna, BC

Type:
Temp to Perm

About the company :
Our client is a national company who is invested in using latest technologies and offers a fantastic work environment and career growth opportunities.

Responsibilities :

· First point of contact for IT support issues and questions at the site

· Responsible for maintenance, troubleshooting issues and repairing IT infrastructure including local printers/copiers/faxes, network connectivity

· Assists with support of wireless access points, VPN connectivity, and company

issued mobile devices

· Prioritize support calls using enterprise ticketing system and manage tickets by escalating, updating and closing tickets in a timely manner.

· Keep management informed on high impact issues and expected resolution times as well as general health of local technology and make suggestion on improvements

· Provides secondary on-site support and knowledge transfer to the Service Desk Advanced Support team as required.

· Assists with relocation of desktop hardware, office and technology equipment.

· Purchase new equipment, repair parts, mice, keyboards, batteries, printer toner, supplies, etc. for workstations, laptops and peripherals devices from the approved standards list

· Ensures software and hardware standards are always adhered to.

· Dispose of old computer equipment utilizing approved recycling vendors.

· Ensure infrastructure is up to date on anti-virus and patch compliance updates.

· Responsible for and/or assists in special projects as assigned to include product evaluations, software pilots, site preparation and roadmap planning sessions.

· Contribute to the development of policies and procedures to continuously improve and simplify technology services

· Participate in hardware roadmap planning sessions and testing new products and projects to validate compatibility and functionality.

· Train and assist end users to effectively utilize the enterprise ticketing system.

· Provides after hours and round-the-clock support for critical business impacting incidents when needed.

· May be required to dispatch to additional locations for proactive technology health checks, project work, or critical incident support.

Qualifications:

· Minimum 5 yrs experience in onsite, hands-on user technology support

· Preferred CIS diploma from a recognized education institution

· Wide understanding of enterprise IT systems including network, VOIP, servers, storage,

printers, mobile devices, Windows and MacOS computers

· Solid technical troubleshooting background, able to logically diagnose a variety of

complex technical infrastructure problems independently as well as collaborating with

other technology support teams.

· Proficient at technical troubleshooting of desktop and laptop computers, mobile

technology devices, Windows OS, Office 365, and other desktop software.

· Familiar with remote support tools for remote desktop support.

· Familiar with Service Now IT ticketing system.

· Exceptional troubleshooting and problem solving skills

· Excellent communication, interpersonal, customer service skills

· Able to work in a fast paced, dynamic environment

· Availability for after-hours onsite support and/or weekend on-call support as needed is

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