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Technical Support Analyst

4 months ago

Hamilton, Canada American Iron and Metal Full time
Job Description

Strategy & Planning

  • Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
  • Alert management to emerging trends in incidents.

Acquisition & Deployment

  • Deploy pre-packaged software as needed using automated deployment tools.
  • Assist in software releases and rollouts according to change management best practices.

Operational Management

  • Assisting in providing Customer Service Agent support when request volumes are high.
  • Act as an escalation point for advanced or difficult help requests.
  • Build rapport with service desk customers.
  • Escalate incidents with accurate documentation to suitable technician or vendor, when required.
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledgebase as needed.
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
  • Install antivirus software and ensure virus definitions are up to date.
  • Install approved software requests manually or using a deployment server
  • Test fixes to ensure problem has been adequately resolved.
  • Contribute to technician knowledgebase and training as needed.
  • Reinforce SLAs to manage end-user expectations.
  • Provide suggestions for continual improvement.
  • Assemble, image, and configure workstations, laptops and servers according to client specifications and details.
  • Perform remote and onsite troubleshooting of hardware, software and networking issues for various clients.
  • Perform support fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and application.
  • Monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.
  • Document any and all changes to client environments as well as applying the latest industry “Best Practices”
  • Create new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT management services
  • Proactively access software updates, drivers, knowledge bases and FAQ resources on the Internet/intranet to aid in client tech support problem resolution
  • Assist Customer Service Agents with any tech support issues requiring assistance
  • Other duties as assigned by upper management

Qualifications

  • Computer Science degree or equivalent education / experience
  • Minimum of 3-4 years experience in a similar position
  • Autonomous, rigorous, and organized
  • Excellent knowledge of MS Windows, MS Office, Azure AD, Intune
  • Experience in networks (TCP / IP, VPN etc.) an asset
  • Ability to analyze and manage priorities.
  • Able to work in a team and under pressure.
  • Very good communicator
  • Bilingualism is an asset
  • Driving license is required


Additional Information

What we offer: 

  • Full time, permanent position
  • A competitive annual base salary, vacation, benefits, and a RRSP matching program. 
  • The tools and support needed to be successful in your career and professional development. 
  • A dynamic & rewarding work environment that is also a lot of fun