Technical Services Coordinator

**Position Title**:Technical Services Coordinator
**Requisition ID**: 27616
**Career Group (ADSP)**:Administrative
**Division**:Qc - SI Technologie de l'information (80069048)
**Department**:Information Systems
**Work Location**:METRO ON - 5559 DUNDAS STREET W (#A-DUND)**
Province**:Canada : Ontario

**Position Type**:Permanent
**Summary**:
The Technical Services Coordinator is responsible for configuration, testing, installation and support of various hardware and software in multiple locations within the Ontario Division. Responsible for incident management and resolution of level 1 and 2 tickets for all office and warehouse technology, telephony, and software. Responsible for all store telephony requests and incident management.

**Specific Responsibilities**:

- Configures, tests, and installs hardware and software specific to user and operational requirements. This includes desktops, laptops, printers, tablets, wireless devices, VMU’s, talkmans, UPS, symbol guns, network switches, mobile devices, video conference equipment, IP telephony and other related hardware.
- Responsible for Incident Management of tickets using Service Now to support all hardware and software within offices and warehouse locations. Must meet SLA of 85%. Must be able to identify the problem and implement necessary fixes to resolve quickly to avoid disruption to the business areas. Must prioritize incidents and escalate where necessary.
- Supports telephony requests and incidents for office, warehouse and store locations. Must be able to trace and terminate phones lines, handle software programming and hardware configuration. Resolves issues where possible and if vendor service required must be able to create detailed work order. Regular follow up to completion.
- Works with Corporate IT to identify issues requiring 3rd level support, ensuring that preliminary testing has been done and detailed information provided to assist in troubleshooting. Extensive testing and supporting documentation.
- Must stay current with ever changing technology including both software and hardware to be able implement, and support. Utilize resources effectively, outside courses, documentation, internet to achieve.
- Provide after hour and weekend support on a rotation basis for all areas of the business. Must be able to identify and resolve problems and escalate where necessary. Prompt attention is required to avoid disruption to the business.
- Implements new hardware and software as required by Corporate IT and business user requirements following project schedules and timelines. Must be available for overtime if required.

**Qualifications**:

- Post Secondary education (Certificate/ Diploma/ Degree) Computer Science, or Information Systems background would be an asset.
- 1 - 3 years of desktop support and technical experience.
- Required to provide 24/7 pager support 8 times per year.
- Valid Drivers License, with access to a vehicle.
- Sound knowledge of computer devices, various software, hardware, networking equipment, collaboration tools and telephony.
- Sound knowledge of Lan/Wan Environments.
- Travelling between locations as well as lifting and transporting computer equipment.
- Good organizational, troubleshooting, attention to detail
- Good communication both written and verbal
- Time management skills
- Team player
- A+ certification, Networking certification and asset

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Metro values, respects and leverages the differences and competences of all employees from a variety of different backgrounds. We will consider all qualified applicants for employment._**
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Only applicants that meet the qualifications will be contacted._**

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We respectfully request no calls or unsolicited resumes from agencies._