Technical Support Specialist

2 months ago

Montreal, Quebec, Canada krg technology inc Full time
Job Title: Desktop / Phone Support Technician

We are seeking a highly skilled and experienced Desktop / Phone Support Technician to join our team at KRG Technology Inc.

Job Summary

The successful candidate will be responsible for providing specialized hardware/software/network problem diagnosis and resolution for our customers' end users. This includes troubleshooting and resolving issues related to Office Support, Blackberry, VPN, and other specialized areas.

Key Responsibilities
  • Provide technical support and troubleshooting for hardware, software, and network issues
  • Route problems to onsite support staff and coordinate with vendors and support staff for resolution
  • Manage relationships with vendors and support staff to ensure timely and effective problem resolution
  • Utilize client management tools such as Apple Remote Desktop, Deploy Studio, Package maker, FileWave, and Casper
  • Develop and implement scripting and programming skills using languages such as Python, Ruby, C, C++, and Objective C
  • Basic knowledge of Windows-based systems and exposure to common Macintosh applications
  • Mass upgrades and patch management of Mac OS and software
  • Product installation and application patches deployment
  • Work closely with onsite support staff to obtain technical knowledge and resolve chronic problems
  • Training and development of technical skills and support capabilities
Requirements
  • 1-2 years diploma in Information Technology
  • 3-5 years help desk, customer service, and support experience with problem-solving involving hardware, software, and networks
  • Phone support experience necessary
  • Technical helpdesk or technical call center experience necessary
  • Hands-on work experience with Windows Operating systems, Windows 2000, 2003, 2008, Remote desktop connectivity applications, MS Office Suite, VPN, and remote dial-in users
  • Experience in SME support in specialized desks like Blackberry, VPN, MS Office, etc.
  • Analysis on performance, BCP/DR implementation and support, root cause analysis, and preparing Major Incident Reports
  • Installations, moves, adds, and changes (IMACs), and engineering of SA-related solutions for project and operational needs
  • Ability to work in an on-site/off-shore model, ensuring seamless communication with the offshore team to achieve service levels
  • Ability to manage multiple projects with critical deadlines simultaneously
  • Personal dedication to providing high-quality, superior service at all times
Technical Expertise

We are looking for a candidate with a strong technical background and a passion for delivering exceptional customer service. If you have a strong understanding of hardware, software, and network systems, and are able to work effectively in a fast-paced environment, we encourage you to apply.

We are an equal opportunities employer and welcome applications from diverse candidates. Please submit your resume and a cover letter outlining your experience and qualifications for this role.

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