Technical Support Specialist providing first line technical support for QuidelOrtho products and services. Handling customer complaints and troubleshooting issues for laboratory settings using strong analytical skills.
About the role
- Providing senior technical support for internal and external users at a wealth management organization. Responsible for troubleshooting, training, and maintaining software and hardware systems.
Responsibilities
- Responds in a timely manner to incoming support requests via phone, email and ServiceDesk
- Triages incoming support requests, is an escalation point for the team and ensures that issues outside of this team are routed to the appropriate technical group
- Provides support to internal and external end users on a variety of technical issues including executives
- Tracks and monitors technical issues, coordinates, and works with internal IT staff and external service providers to ensure resolution to agreed service levels
- Identify, recommend, develop, and implement end user training programs and documentation to increase computer literacy and self-sufficiency
- Installs and configures end user computing equipment
- Supports, monitors, tests, and troubleshoots hardware and software problems
- Leads software deployments using enterprise management tools
- Ensures the high availability of trading applications
- Supports and maintains user accounts, including Active Directory and various other systems
- Build and deploy new release software packages via SCCM or Desktop Central to ensure security vulnerabilities are minimized
- Contribute to knowledge base articles and SOP updates
- Identify recurring issues, suggest automation opportunities and recommend process improvements
Requirements
- Completion of a post-secondary certificate or diploma in IT or equivalent experience
- Minimum 6 years’ experience providing technical support in an enterprise environment using ITIL best practices
- Experience in Level II support and working with executives
- Hands-on experience using enterprise ITSM tools such as Manage Engine Service Desk, Service Now etc.
- Experience mentoring and training team members
- Thorough knowledge of current business hardware and software technologies
- Proficient in all versions of Microsoft desktop operating systems
- Excellent troubleshooting skills in an enterprise computing environment
- Highly self-motivated and results oriented
- Outgoing and dynamics with the ability to quickly establish rapport with others across all levels of the organization
- Excellent customer service skills and has a sense of pride in establishing and maintaining client relations and resolving crisis situations quickly
- Fluent communication skills in English are required and bilingual skills in French are an asset
- Available 24/7 On-Call support on a rotation basis
- Available to work during Business hours of 8 am ET to 8 pm ET Mondays to Fridays
- Available to work Onsite in one of our corporate offices on a rotation basis
Benefits
- Competitive compensation package that rewards and recognizes individual contributions
- Excellent health, dental and insurance benefits to meet the diverse needs of our employees
- Generous vacation time, fitness benefit, parental leave top-up options
- Matching contributions to our retirement program
- Commitment to the continuous improvement of our staff through learning & development and an education assistance program
- Regular social events to foster teamwork
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