Sr. Technical Support Spe############t (Toronto)

[DCTcareer]

Our client, a world class organization is currently looking for a Senior Technical Support Spe############t to cover off for a 1 year maternity leave. This position will be for a 14 month contract. The preference is for a full time salaried role.

Position Summary:

The main functions of this role are to provide day-to-day support to internal staff, both over the phone and in person and to monitor, maintain and upgrade the data and voice networks. These responsibilities include resolving technical issues with laptops, desktops, mobile devices and remote access, answering questions regarding both commercial and internal software applications, working with users to diagnose problems and working with departmental staff to escalate and resolve complex issues.



Responsibilities and Duties:

· Serve as a primary contact for users with requests or problems associated with hardware, software and networks

· Work with users to appropriately diagnose the nature of their problems and, where possible, to resolve software, hardware and mobile device issues

· Use network tools to manage elements of the local area network (LAN) such as users, groups, permissions and disk space

· Escalate issues where necessary first within an office, next to the regional staff and finally to global services continuing to ensure timely responses

· Monitor the status of open calls and act as the customer’s advocate to ensure calls are resolved promptly

· Maintain an inventory of TSG supplied equipment and information (for example; hardware, accessories, documentation and training materials)

· Identify and complete projects to support IT systems

· Maintain the data and voice networks running server checks and necessary upgrades

· Maintain and troubleshoot printers, scanners and faxes

· Maintain and troubleshoot video conferencing equipment via IP and ISDN

· Maintain and troubleshoot internal and home wireless networks

· Conduct end-user training on commercial and proprietary applications and systems

· Perform quality control on new, upgraded or modified user systems before deploying

· Provide off-hours, weekend and holiday pager coverage, as needed

· Assist case teams in their use of analytical products for data analysis

· Work with other TSG staff to test new applications and upgrades

· Maintain accurate information on all hardware and software in the office infrastructure, including IP addresses

· Restore files and systems as necessary

· Maintain user accounts, groups and directories in a secure manner and keep the information up-to-date

· Build and deploy desktop and notebook systems

· Perform other duties and activities as assigned, or as responsibilities dictate



Qualifications:

· Bachelor's degree in Computer Science, Management Information Systems or related fields, or an equivalent combination of education, training and experience is required

Experience providing support for Windows XP, Windows 2003 Server, Blackberries, Outlook, Exchange server, and Active Directory.
· Excellent technical knowledge and aptitude of systems, networks and hardware and excellent troubleshooting techniques

· Proven ability to handle laptop and server builds, image creations, server backups, phone and voicemail maintenance and administration

· Knowledge of networking including servers, switches, routers, firewalls, wireless networks and VPN’s

· Ability to identify and resolve problems with minimal supervision

· Aptitude for analytical problem resolution

· Ability to work extended hours, including evening and weekend hours on occasion to meet project deadlines or resolve issues

· Mature, responsible individual who is able to handle confidential and complex situations while remaining calm and level-headed

· Three plus years of experience in a Help Desk or PC support function, preferably in a senior position

· High performance and standards as demonstrated by academic or previous job experience

· Excellent communication and customer service skills

· Fluent written and oral command of the English language

· Ability to lift and move computer equipment, generally weighting less than 50 pounds





More...