Technical Support Specialist

4 weeks ago

London, Ontario, Canada Info-Tech Research Group Full time
About Info-Tech Research Group

Info-Tech Research Group is a leading provider of IT research and analysis, dedicated to helping CIOs and IT leaders make informed strategic decisions. Our team of experts collaborates closely with IT teams, equipping them with actionable tools and expert guidance to drive measurable results and enhance technology initiatives.

We take pride in our consistent year-on-year growth, achieving double-digit growth even during challenging times. We are also recognized as one of the top companies in Canada on LinkedIn's Top Companies List.

The Role

This position involves ensuring that end-users can accomplish business tasks by providing proper computer operation. This includes receiving, prioritizing, documenting, and actively resolving help requests from end-users, escalating incidents when necessary to maintain Service Level Agreement (SLA) expectations.

Key Responsibilities:
  • Provide support for incoming requests via the Service Desk ticket system, telephone, chat, and self-service portal
  • Prioritize incidents and service requests within target SLAs
  • Record detailed information into the Service Desk ticketing system
  • Support laptops, printers, and peripheral devices, including hardware and software setup, maintenance, and troubleshooting
  • Maintain technical documentation through the solution library regarding installation of software, configuration of hardware, and troubleshooting
  • Maintain hardware asset management and software licensing
  • Engage vendor support contacts to resolve technical problems with desktop computing equipment and software
  • Support meeting room and audio-visual systems on-premises
  • Provide users with 'how-to' training on basic to intermediate application functions
  • Evaluate and escalate to Intermediate support as required
  • Participate in an after-hours on-call rotation schedule (evenings, weekends, and holidays)
  • Other duties assigned by the Manager
Requirements:
  • College/University diploma or degree in progress in a related field (Computer Systems not development/testing)
  • 1-3 years of experience in a service desk role
  • Interest in working independently with technology
Desirable Skills:
  • Fluent in spoken and written English
  • Strong written and verbal communication skills
  • Strong documentation skills with a desire to understand and follow process
  • Ability to recognize and prioritize critical incidents in a fast-paced environment
  • Working knowledge of O365 administration, Active Directory, Azure AD
  • Application support experience with Microsoft Productivity Suite
  • Excellent problem-solving skills
  • Experience with Windows 10 and Mac OS
  • Mobile device support - Android and iOS
  • General understanding of network devices; routers, switches, and access points

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