IT On-site Support Technician

6 months ago

Toronto, Canada WSP Full time

WSP wishes to be a leader in the quality of IT service offered to its users by offering them a varied but unified support structure consisting of a remote help desk, tech bars, a self-service portal, and several on-site technicians whose main mission is to respond to IT needs that require a physical presence in the various locations of the company. This position is made for those who like to be on the field and constantly in the heat of the action

**Responsibilities**:

- Respond to IT incidents and requests at your main office and during visits to offices in the region where you are located.
- If necessary, transfer requests and incidents to a more specialized level of support.
- Identify and document recurring problems and make recommendations for corrective measures, as well as participate in their implementation when possible.
- Collaborate with the various administrators and analysts (server, network, security, etc.) to ensure the resolution of complex incidents and the maintenance of infrastructure equipment.
- Develop collaborative relationships with office managers to better understand their IT challenges and work with your IT leader to address these needs as effectively as possible.
- Participate in office deployment, relocation and renovation projects.
- Monitor, report and contribute to the resolution of problems related to shared IT services (audio/video, printers, Wifi, cabling, networking, etc.).
- Occasional preparation and replacement of computer workstations when the local group responsible for the preparation of this equipment cannot respond within the required time.
- Maintain the inventory of IT assets in the CMDB rigorously.
- If necessary, help resolve IT incidents remotely.
- Participate in computer performance testing, report and documentation.
- Guide and train the users on best practices whenever possible and needed.
- Develop collaborative relationships with end users to personalize and improve the service.
- Lead IT induction sessions with a group of new employees to explain where they can find support resources and how to use our systems.
- Maintain and improve the IT work desk, stockroom, etc.
- Contribute to the documentation of IT incident resolution processes.
- Participate in the development of long-term strategies and planning for the future needs of IT services. Other assigned tasks.

**What sets you apart**:

- Degree or certificate in computer science or other computer-related discipline (asset).
- 2 to 5 years of experience as a level 2 support technician.
- Your physical attendance at the office is required during weekdays.
- A+, Network Plus or Help Desk Institute certification (asset).
- Proficiency in Microsoft Office 365 and common office tools/software (asset).
- Knowledge of ServiceNow (asset).
- Knowledge of ITIL processes (asset).
- A very strong desire to serve and help users.
- A marked interest and a great curiosity towards information technologies.
- Able to communicate clearly orally and in writing. Know how to manage priorities and customer expectations.

LI-Onsite

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