Help Desk Technician

2 months ago

Victoria, Canada SSI ShipConstructor Full time

**About the Opportunity**

SSI is a global software company servicing the needs of the offshore and marine industries all over the globe for over 30 years. We are proud to offer a fully inclusive culture and workplace welcoming ALL people with relevant skills and experience to our flat organizational structure, working with self-directed teams using Agile Principles as well as our own defined SSI Principles to guide us in our daily work.

**As the Help Desk Technician, you will**:

- Be familiar with help desk ticketing systems
- Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues
- Effectively communicate with requesters in a clear, positive, and professional manner
- Accurately diagnose client technical issues, gather the necessary information, and perform standard, preliminary research using all relevant available resources
- Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools
- Clearly and thoroughly document requests for assistance in our ticket management system and track incidents through to resolution/escalation (per client guidelines)
- Escalate unresolved issues to Team Leads
- Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner. Minimum requirements include:

- Corporate Enterprise level backup processes and procedures
- D2D, D2T, Full, Diff, Trans, daily, weekly
- Windows Software Update Services
- Manage policy-driven Windows update services using common enterprise level tools.
- Windows OS Deployment methods
- Push operating system over network to systems
- Enterprise end-point protection services
- Ensure AV is deployed to all systems
- Monitor daily, weekly reports from system reports on dashboard
- Intermediate Networking
- Network segments, VLANs, Subnets, Monitoring Tools, Syslog, SNMP

**Qualifications**:

- A minimum of 2 years experience in a help desk/support role **_or_**_ _relevant certification(s)
- A demonstrated ability to problem-solve and follow directions effectively
- Effective listening and communication skills
- Ability to work within a team environment
- A demonstrated aptitude and interest in technology
- Willingness to learn new technology and procedures

**About the Benefits**

SSI offers a competitive compensation package that includes a full benefits package, competitive wages and profit-sharing, as well as education benefits, self-paced learning opportunities, and the opportunity to work from home on a full or partial basis. Only those selected for an interview will be contacted.

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