Technical Support

2 months ago

Markham, Canada BFG Enterprise Services Full time

**Technical Support - Command Centre Specialist**

**Role**: Responsible for providing second level technical assistance within the assigned region, providing high-end technical hardware and software support at the desktop, laptop, servers, storage units, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end technical issues. Support and train Field Service Technicians within the assigned region. Provide on-site troubleshooting and resolution of desktop problems. Responsible for advising and providing consultation, installation, training and technical assistance to the end-user community.

**Responsibilities and Duties**:

- Provide responsive, timely support to all escalated end-user questions and support requests from Field Service Technicians, within assigned region.
- Act as primary third point of contact for desktop and laptop support and troubleshooting for the client company. Perform complex problem determination and resolution identifying hardware and software problems
- Install, configure and upgrade operating systems and software, using standard business and administrative packages.
- Remotely configure computers, network infrastructure and peripherals such as printers, scanners, and related hardware.
- Ensure all incidents are properly logged, triaged, routed, escalated and closed in accordance with pre-determined service levels and incident management processes.
- Perform trend analysis to highlight re-occurring incidents within the computing environment and work with the regional team to take corrective action.
- Assist with training staff in the use of standard business and administrative software, including work processing, spreadsheets, and database management, providing instruction or written documentation where required.
- Make hardware and software acquisition recommendations.
- Communicate changes, fixes and processes to the user community.
- Assist with the planning, design, research and acquisition of new or upgraded hardware and software systems. Review and evaluate new desktop technology.
- Ensure that client's technology requirements and physical set-up and configuration of desktop hardware, software and local and network printers are accurately determined, documented and satisfied.
- On occasion, may be requested on short notice to travel to customers' sites within assigned region to resolve desktop issues
- Document desktop issues and problem resolutions undertaken
- Establish and maintain problem reporting and maintain technical documentation
- Escalate any outstanding and unresolved issues to the attention of Director, IT Technical Services and VP, Professional Services within prescribed time requirements as per service contracts.
- Assist in the development and maintenance of user training manuals and programs.
- Acquire and maintain current knowledge of all hardware and software technologies in use across the client company in order to provide technically accurate solutions to users.
- Reduce user downtime by providing new equipment or upgrades during slow periods or during off hours.
- Help to evaluate and test new hardware and software for effectiveness.
- Help to develop standards and policies for service level agreements. Ensure all help desk activities are adhered to as per service level agreements.

**Requirements**:

- College or University graduate of Computer Science or Computer Studies program
- 2-3 years of related Technical Support experience
- Working and advanced operating knowledge of IT hardware/equipment installation, testing and support
- Windows and Linux OS knowledge is an asset
- POS experience is a valuable asset
- Must possess strong customer service attitude and interpersonal skills
- Detail oriented with strong organizational skills
- Available and willing to work rotating shifts to support client company users with 24/7 service (this includes nights and weekends)

BFGLP

**Job Types**: Full-time, Permanent

Schedule:

- 10 hour shift
- 12 hour shift
- 8 hour shift
- Day shift
- Night shift

Application question(s):

- Are you able, willing and available to work rotational shifts to fully support our internal and external customers with 24/7 service?
- Do you have 2-3 years of related Technical Support experience (VMware VCSA. VMware ESXi, Windows Server 2016, SUSE Linux, RedHat Linux, Windows 10, AirWatch,/WS1 environment, iSCSI connection storage devices)
- Do you have working and advanced operating knowledge of IT hardware/equipment installation, testing, troubleshooting and support?
- Do you have a college diploma or university degree in Computer Science or Computer Studies program or equivalent experience?

**Experience**:

- related Technical Support: 2 years (required)

Work Location: In person

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