Field Tech Lead Technician

**Req ID**:225846

We are currently seeking a Field Tech Lead Technician - Montreal, Quebec ; Superviseur du soutien bureautique - Montr\u00e9al (Qu\u00e9be to join our team in Montreal, Quebec (CA-QC), Canada (CA).

This Desktop Support Supervisor is the primary technical Subject Matter Expert(SME)for NTTD Campus and Technicians. This Desktop Support Supervisor will support and enhances the technical capabilities of the Field Technicians. This Lead will provide strategic leadership and planning for technical support of Client end user devices, and perform detailed Root Cause Analysis on CSAT & DSAT results.

**Bilingual French/English Required

**Key Responsibilities**:

- Responsible for onsite quality assurance, technical field training, and SME support
- Coordinates with Client Engineering Team on all technical / environmental updates
- Performs complex field jobs
- Prioritize assigned day-to-day desktop support requirements via ITSM Tool in order to meet established service level agreements
- Provides daily direction to Regional Field Service Team
- Assess the Technical Capabilities of Field Service Team and makes pertinent recommendations
- Conducts Training Sessions to maintain technical staff capabilities
- Utilizes ITIL standards for Incident, request, configuration, change and problem management
- Works with the service management and delivery manger team for continuous improvement
- Knowledge to provide support and training for core software( MS Windows, Windows 7, MS Office, and Enterprise Anti-Virus) and hardware support and training for desktop, laptop, printers, and tablets
- Participates in IT class when necessary for troubleshooting technical issues that NTTD supports
- Handles escalations from NTTD team members and Intermediates brought to lead technician for resolution
- Provide mentoring, training and guidance about troubleshooting and diagnosis to all other field service technicians
- Analyzes moderately complex to complex problems and takes corrective action
- Participate in all compatibility testing prior to rollout of any new image
- Provide cross training and knowledge transfer amongst team members
- Assist in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processes
- Accessible 24/7 for support services for other NTTD team members and/or customer in the event of a high severity ticket

**Highly Preferred Skills and Experience**:

- 4+ years experience of combination of deskside support and lead experience
- 4+ years desktop support including both PC and Apple hardware, Apple and MS Windows operating systems
- Leadership experience - Must be able to mentor and lead a team of 10 to 14 technicians
- Performance management ( individual and team based metrics)
- Operation management
- Effective Team Training
- Prefer someone with ITIL certification or previous ITIL training
- Hands on Desktop / Technical support background
- Basic network troubleshooting skills and understanding of TCP/IP
- Network printer configuration and troubleshooting skills
- Familiarity with Active Directory services
- Experience with remote access and client workstation support
- Experience with IT Field Services tools
- Knowledgeable and the ability to support MS Windows 7 and 8 operating systems
- Knowledgeable in supporting MS Office Suite and Outlook
- Strong customer service, written and verbal communication, documentation, and telephone skills
- Must be able to communicate ideas and potential solutions to the team
- Ability to communicate complex issues or strategic information in a customer friendly manner

Superviseur du soutien bureautique-Montr\u00e9al (Qu\u00e9bec)

Le superviseur du soutien bureautique est le principal expert en la mati\u00e8re technique pour le campus et les techniciens de NTTD. Il assurera le soutien des capacit\u00e9s techniques des techniciens sur le terrain et les am\u00e9liorera. Il assurera aussi le leadership et la planification strat\u00e9giques pour le soutien technique des appareils des utilisateurs finaux des clients et effectuera des analyses d\u00e9taill\u00e9es des causes fondamentales des r\u00e9sultats sur la satisfaction et l'insatisfaction de la client\u00e8le.

**Bilinguisme (fran\u00e7ais/anglais) requis.

**Principales responsabilit\u00e9s**:

- \u00catre responsable de l'assurance qualit\u00e9 sur place, de la formation technique et du soutien sp\u00e9cialis\u00e9.
- Assurer la coordination avec l'\u00e9quipe technique du client pour toutes les mises \u00e0 jour techniques/environnementales.
- Ex\u00e9cuter des t\u00e2ches complexes sur le terrain.
- \u00c9tablir les priorit\u00e9s des exigences quotidiennes de soutien bureautique par l'interm\u00e9diaire de l'outil de gestion des services en technologie de l'information afin de respecter les ententes de niveau de service \u00e9tablies.
- Fournir des directives quotidiennes \u00e0 l'\u00e9quipe r\u00e9gionale des services sur le terrain.
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