Deskside Support - Tier 2
"Hybrid" work environment
Must be comfortable working 3 days per week in the office in Richmond, B.C.
12 month contract, expected to extend
Job Responsibilities:
• You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects
• Provide support to ensure stable, reliable desktop systems to the user community across all offices
• Using the corporate Service Management tool, you will provide exceptional Tier 2 technical and user support via telephone, email, and other online-based or remote control tools in a timely and courteous manner
• Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets
• Use customer service skills to clearly and effectively communicate with end users using corporate telephony and messaging tools
• Perform analysis, troubleshooting and resolution of end user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required
• Perform basic analysis, troubleshooting and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required
• Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration
• Continually maintains and upgrades technical capabilities and knowledge
• Creates and maintains department procedures, user guides, and support documentation
$30 - $35 per hour as a T4/Term employee
If you're interested, please apply with resume
If you are a strong fit, I will be in contact quickly with additional information and next steps
Best regards,