Ca-montreal-technical Support Specialist Ii

3 weeks ago


Montréal, Canada Stella-Jones Inc. Full time

Responsible for providing level 2 technical assistance and training to end users and procure all hardware for IT department.

Assist Level 1 Technical Support with escalated issues and guide them in handling similar issues in the future.

Collaborate with the engineering team or vendors in diagnosing and resolving sophisticated product issues.

Identify, develop, and implement new processes for improving customer support services.

**Principal Responsibilities**:

- Provides solutions for escalated, complex technical issues, configurations, administration and system performance concerns including networks, VoIP, firewalls, WIFI environments and Microsoft network computers and servers.
- Maintains assigned equipment, software and technical data in accordance with department policy.
- Performs all hardware research and purchasing for IT department needs
- Installs, configures, and maintains personal computers, windows, networks, file servers, network cabling, and other related equipment, devices, and systems; adds or upgrades and configures disk drives, printers, and related equipment.
- Investigates problems and identifies their source; determines possible solutions; tests and implements solutions.
- Performs tasks associated with remote diagnostics, problem solving, installation assistance and system modifications.
- Maintains the confidentiality of digital information that may be disclosed during routine support.
- Participates as a resource for any department that requires technical advice.
- Provide Helpdesk services that include call handling, logging, tracking and problem resolution that meet and exceed customer expectations.
- Participates in mandatory "on-call" support rotation schedule, which requires technical assistance after hours and on weekends, on a rotating schedule.
- Proven experience in a technical support role, preferably at Level 2 or higher.
- Excellent knowledge of computer systems, mobile devices, network functions, and software technologies.
- Exceptional problem-solving and communication skills.
- Experience in working with customer support ticketing systems.
- Performs other job-related duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.



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