Support specialist ensuring system functionality and user productivity as the first line of technical support. Investigating issues, managing tickets, and provisioning users remotely.
About the role
- Technical Support Analyst providing tier-2 support for desktop technology at Finning Canada. Collaborating with teams to ensure high-quality service for technical issues.
Responsibilities
- Provide tier-2 technical support for specialized PC hardware, Printers, A/V technology, mobility devices and desktop software, inclusive of clear and concise documentation and communication on activities and projects.
- Provide an elevated level of support to the regional executive and executive assistants in the region
- Provide technical expertise and support for desktop related projects (20%)
- Implementation and coordination of hardware and software enhancements and upgrades
- Smart hands support for provisioning and supporting of all related IT technologies in regional branches.
- Management of regional branch IT assets and coordination of the asset refresh process.
- Investigating and recommending technical solutions in support of the desktop environment
- Ensure employees have proper documentation to support the products
- Work with internal IT team to ensure issues are resolved in a timely manner
- Ensure asset tracking is current
- Represent the company in a professional and ethical manner and maintain effective relationships with internal departments and staff while maintaining confidentiality
Requirements
- Minimum 2-3 years' experience in IT support in a medium to larger complex organization.
- Technical knowledge of Windows 10 deployment and support best practices
- Knowledge of Office 365 and Office Suite of products with a solid understanding of the deployment and support requirements
- Knowledge of SCCM 2016 and current branch versions for client management, image management, imaging, application deployment, PXE boot, etc.
- Working knowledge of device encryption technology, anti-virus, anti-spam, anti-malware software technologies
- Technical knowledge of mobile and related technology
- Understanding of change control and change management processes related to IT
- Basic understanding of network technologies and Windows Server infrastructure
- Basic knowledge of Wi-Fi and cellular network technology
- Basic understanding of network technologies and Windows Server
- Post-Secondary education in a related discipline and certification in Information Technology.
- MCSE and MCSA would be an asset
Benefits
- At Finning, we prioritize creating a diverse and inclusive environment.
- Collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities.
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