Technical Support Specialist

Role: Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end technical issues. Support and train Field Service Technicians within the assigned region. Provide on-site troubleshooting and resolution of desktop problems. Responsible for advising and providing consultation, installation, training and technical assistance to the end-user community

Responsibilities and Duties:

Must be willing to work rotational shifts, including nights for extended periods of time.

Must have a valid driver’s license and access to a vehicle. (Busses are unreliable during night shift rotations)

CompTIA A+ is a strong asset

This is not a remote

Provide responsive, timely support to all escalated end-user questions and support requests from Field Service Technicians, within assigned region.

Act as point of contact for desktop and laptop support and troubleshooting for the client company. Perform complex problem determination and resolution identifying hardware and software problems

Install, assemble and configure computers, monitors, network infrastructure and peripherals such as printers, scanners, POS, and related hardware

Pull cables and rewires or direct the rewiring of cables as required for new installations and office reconfiguration.

Install, configure and upgrade operating systems and software, using standard business and administrative packages.

Troubleshoot problems with computer systems, including hardware and software issues, emails, network and peripheral equipment problems, etc. Make repairs and corrections where required.

Ensure all incidents are properly logged, triaged, routed, escalated and closed in accordance with pre-determined service levels and incident management processes.

Assist with training staff in the use of standard business and administrative software, including work processing, spreadsheets, and database management, providing instruction or written documentation where required.

Ensure that client's technology requirements and physical set-up and configuration of desktop hardware, software and local and network printers are accurately determined, documented and satisfied.

Very rarely, but on occasion, may be requested on short notice to travel to customers' sites within assigned region to resolve desktop issues

Escalate any outstanding and unresolved issues to the attention of Director, IT Technical Services and VP, Professional Services within prescribed time requirements as per service contracts.

*Acquire and maintain current knowledge of all hardware and software technologies in use across the client company in order to provide technically accurate solutions to users.

Requirements:

College or University graduate of Computer Science, or Computer Studies program or equivalent experience.

2-3 years of related Technical Support experience

Working and advanced operating knowledge of IT hardware/equipment installation, testing and support

Must possess strong customer service attitude and interpersonal skills

Detail oriented with strong organizational skills

Ability, willingness and availability to work rotating shifts to support client company users with 24/7 service