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Technical Support Specialist

3 months ago

Markham, Canada BGIS Full time

**Who We Are**

**SUMMARY**

The **Technical Support Specialist **is responsible for troubleshooting a wide range of technical support requests providing timely resolution of hardware, software, printing and networking issues. In addition, the incumbent is expected to test and deploy new hardware and software to remote offices as part of an ad-hoc request or as part of a major project. The Technical Support Specialist will action assigned WOs ensuring WOs are closed in a timely manner to meet SLAs.

**KEY DUTIES & RESPONSIBILITIES**
- Adheres to IT policies and procedures.
- Identifies solutions for continuous improvement of system processes and procedures including the effective operation of desktop hardware and software changes and upgrades. This includes testing of computer systems and peripherals within established standards and guidelines before deployment.
- Resolves all network-related problems such as network login issues, machine connectivity issues, etc. Escalates when required.
- Administers support requests via the IT ticket tracking system. Logs status information and resolution details. Responds to and resolves issues within the assigned completion date.
- Creates and maintains Laptop images.
- Creates and maintains Application packages.
- Develops and maintains system-related documentation to facilitate trouble free implementation and/or adoption of system changes.
- Sets up, configures, supports and maintains laptops utilizing a standard setup checklist to ensure that all equipment is configured in a consistent manner to minimize support time.
- Sets up, configures, supports and maintains mobile devices (Android/iPhone).
- Other duties as assigned

**KNOWLEDGE & SKILLS**
- Highly developed troubleshooting/problem solving skills.
- In depth knowledge of Windows operating systems (e.g. Windows 7/10, Windows Server 2008/2020)
- Comprehensive knowledge of local and wide area networking (i.e. TCP/IP, DHCP, DNS, ADSL, VPN, etc.)
- Demonstrated experience troubleshooting hardware, software, network, printing, access issues
- Motivated and technical individual with experience in many aspects of Information Technology.
- Ability to work effectively under pressure and manage multiple, concurrent and conflicting priorities and deadlines.
- Good verbal communication skills (English).
- Ability to work independently with mínimal supervision and in a team environment.
- Excellent customer service skills.

**Licenses and/or Professional Accreditation**
- MCSA or MCSE certification

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success