Service Desk Technician

2 weeks ago

Ottawa, Canada Thales Full time

Location: Ottawa, Canada

In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.

For decades, Ottawa has been a global technology leader. Today, Canada’s capital holds one of the brightest and most diverse technological ecosystems in North America. Voted as Canada’s best place to live 2017 by Maclean's, Ottawa offers a low cost of living with a high quality of life. The Thales Ottawa office has been a major supplier and long-term trusted partner to DND, enabling the Canadian Armed Forces and the Canadian Coast Guard to achieve mission success.

**Position Summary**

**Essential Functions / Key Areas of Responsibility**

Must be able to analyze, diagnose and resolve complex end user problems and suggest scalable corrective solutions. This technician will be expected to prepare, maintain and uphold logging and reporting procedures and monitor desktop operations via ticketing system. This role is expected to be proactive in managing the customer computing experience - must be able to execute plans and implement streamlined/automated, technical infrastructure projects to refresh supported systems. This person will be expected to operate as first and second level support to end-users running workstations and laptops and extend/simplify remote support for global users.

Pertaining to complex operational issues, must be able to analyze root cause problems and execute corrective action for consistently reliable computing experiences for our users and then coordinate with computer specialists to resolve technical problems.

Must be able to document, execute, and maintain desktop security standards as per IT security policies and handle system administration of enterprise desktop asset management software tools.

Duties include:

- Provide outstanding customer service.
- Has a strong desire to learn.
- Be logged into Call Center and ready to take incoming calls during standard business hours.
- Be in the on call rotation for after hour support
- Closely monitor ticket queue for incoming tickets and route to proper teams if not able to resolve.
- Document all end-user requests and interactions in ticketing system completing all steps as defined.
- Provide technical account management for customers resolving issues and escalating when appropriate.
- Provide fast response and maintain a high level of professionalism at all times.
- Diagnose, troubleshoot and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc.
- Troubleshoot all inquiries regarding systems, hardware, software, and operator problems.
- Route or escalate requests to appropriate functional teams beyond Service Desk Team.
- Ability to setup, support and trouble shoot VTC (Video Teleconference) and VOL (Video Online)
- Provide fast response and maintain a high level of professionalism at all times
- Provides reports to management
- Build and maintain knowledge base and document procedures
- Document and manage Product Development issues to resolution
- Lead/assist with training and quality improvement programs
- Collaborate with Thales Engineering and all other supportive roles within the Thales campus. May also require interaction with external vendors and /or customers.
- High level of integrity with a strong work ethic
- Assist with other duties or projects, as assigned.

**Minimum Requirements: Skills, Experience, Education, Technical/Specialized Knowledge, Certifications, Language**

Requirements include:

- Associates Degree in Information Technology with three to five years of related experience and/or training; or an equivalent combination of education and experience
- Formal Windows class-room training and certifications Microsoft technologies
- High level of integrity with strong work ethic
- PC hardware troubleshooting skills required
- Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP required
- Proficient with Windows Win10 operating systems and Microsoft Office required
- Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
- Ability to balance priorities and work alone or a team equally well
- Ability to work under mínimal supervision
- Good organization and project management skills with attention to details
- Ability to document solutions and train other staff
- Good verbal and written communication skills
- Excellent priority management skills
- Experience with PC hardware troubleshooting and repair skills required
- Ability to travel to office and data center locations for on-site support, as needed
- Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
- Working knowledge of Linux network fundame

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