Onsite IT Technician

Overview

Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service. This diverse and challenging position aims to ensure that all support requests and incidents are dealt with in a timely and professional manner. You will be proactive in your approach, dealing with support queries over the phone, via email and face to face, and acting as a point of escalation with 3rd party resolver groups for problems that you cannot resolve.

Responsibilities

• Provide support that consistently meets or exceeds customer expectations
• Identify, analyse, and repair product failures. Order and replace parts as needed
• Support and maintain user account information including rights, security and systems groups
• Receive and resolve issues from Tiers 2 and 3 as necessary to solve hardware or software issues on location/onsite, in cooperation with the resolver group who transferred the issue
• Provide troubleshooting and problem resolution support for all network devices
• Coordinate with third-party vendors to resolve hardware and software problems, as required
• Receive and resolve hardware or software related issues from Tiers 2 and 3 when break-fix is necessary to solve an issue on location/onsite
• Interface with hardware and software vendors for planning and problem resolution
• Interface with manufacturers and third-party vendors for technical assistance
• Execute the installation of PCs, peripherals and LAN-based equipment
• Assist with setting up security, file access and other administrative procedures associated with moves
• Move workstations, peripherals and telecommunications equipment, as required
• Order, receive and provide all required equipment, materials and third party vendor services to implement IMAC\'s
• Install and set up equipment, cables, outlets and all other hardware required for implementing IMAC\'s
• Test completed IMAC\'s and verify acceptance by end user
• Document changes to inventory use and configuration
• AV and Conference support with software such as Webex, Skype for Business, Zoom

Qualifications

• At least 5 years\' experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum requirements
• ITIL V3 Foundation Certification (recommended)
• Microsoft Operating System / Office Certification(s) will be an asset
• Advanced MS Office 365 skills
• Scripting, coding skill will be considered an advantage
• Able to solve simple hardware issues
• iOS, Android advanced user, Basic Networking skills
• Knowledge of Active Directory, permissions
• Team Player and Analytical Thinking
• Open and positive personality and ability to manage stress effectively
• Customer oriented (Service awareness) with good interpersonal and communication skills
• Able to adapt in a fast evolving technology environment and ability to learn
• Able to assume day to day responsibilities generating specific deliverables
• Relationship-builder, at ease with people and capable of quickly building trust
• Language skills: Proficiency in French and a good level of English