Technician Level 2

Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers’ home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a world-wide scale.

The warmth and experience that a Napoleon product brings to the homes of our customers transcends borders, language, and cultures to enhance everyday living across the globe. Throughout North America, Europe, South America and Asia, Napoleon creates memorable moments through our stunning designs and innovative technologies.

**Title: Service Desk Technician Level 2 (18 Month Contract)**

**Reports To: IT Operations Manager**

**Job Purpose**: Enable the smooth function of all Information Technology related systems, and Organization as a whole, through timely resolution of tickets, identification of problems, and procurement of hardware and software inventory. Provide end user support and timely communication for all IT related hardware or software requests and incidents.

**Key Responsibilities**:
Coordinate and implement Help Desk software functionality changes.

Answer support calls as a first line of IT support, record them and follow through according to the established guidelines.

Evaluate tickets and trends to identify underlying problems and relay to Systems Admins as necessary to investigate and resolve.

Participate in Department wide knowledge sharing and mentoring in areas where other Associates have less knowledge regarding processes or technology.

Respond to, and resolve, end user requests and incidents via ticketing system. Meeting defined SLAs for resolution.

Assist in software releases and roll-outs according to Change Management best practices.

Create new solutions where appropriate to facilitate end-user self-service and, while accessing existing solutions, update if necessary due to changed environments or software end-of-life.

Inventory Procurement, confirm requirements, source new inventory (select vendors), place orders, and follow up on status of orders.

Perform preventative maintenance on end-users' systems where required, including ensuring all security software is up to date.

**Education & Experience**:
College diploma or university degree in the field of computer science; or six (6) years' equivalent work experience.

Minimum four (4) years' experience (with college diploma); six (6) years' experience without.

Certifications Required: A+ CompTIA and/or MCSE

Knowledge of advanced computer hardware, including printers, desktops, etc.

Experience with desktop and server operating systems, including Microsoft, ERP.

Working knowledge of a range of diagnostic utilities.

Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes.

**Specialized Skills**:
Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Strong documentation skills.

Ability to conduct research into a wide range of computing issues is required.

Ability to absorb and retain information quickly.

Ability to present ideas in user-friendly, business-friendly and technical language.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

**Key Competencies**:
Highly self-motivated and directed.

Keen attention to detail.

Proven analytical and problem-solving abilities.

Exceptional customer service orientation.

Excellent team player

MUST PARTICIPATE in 24/7 on call rotation.

The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain Associates with disabilities. This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.