Job Title: Network Operations Desktop Support Engineer
Type: Contract- 12 months
Location: Edmonton, Alberta
Starts: October 15, 2019
Ends: 12 months October 14th 2020
The successful candidate will be the gatekeeper for the Desktop Support team, they will field request and diagnose initial problems.
- Should be able to resolve level 1 issues and escalate any level 2 issues to the appropriate teams.
- Troubleshooting experience required
- Experience supporting remote/VPN incident tickets
- Environment: Windows, Active Directory
- Previous phone support experience is an asset
The successful candidate will provide professional assistance to internal and external customers having hardware- and software-related incidents with their supported desktop, laptop or peripherals.
They will have a strong sense time management while maintaining a high level of customer satisfactions.
POSITION DUTIES AND RESPONSIBILITIES:
Provide Level-1.5 technical support for supported desktops, laptops, and peripherals.
This includes the following activities:. Installing, supporting, and troubleshooting approved computing software.
Provide troubleshooting for supported hardware and escalate when local support is required.
Correctly route incidents and requests in a timely manner to proper support tiers.
Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN).
Provide timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel.
Exercises judgment with defined procedures and practices to determine appropriate action.
Demonstrate good judgment in selecting methods and techniques for obtaining solutions.
Uses skills as an experienced professional with an understanding of industry practices, company policies, and procedures.
Recommend hardware and software solutions when applicable .
Work within team to assist coworkers in discussions regarding client support.
Ability to work on call after hours if required.
Communicate effectively with multiple customers and co-workers.
This includes consulting with the multiple tiers of support including, but not limited to, Service Desktop and Desktop Teams.
Able to communicate technical information to both technical and non-technical personnel.
Provide Case status updates to management and end-users.
Provide phone support and diagnostics to remote customers.
Participate in training programs designed to educate customers about basic and specialized applications.
Provide input to knowledge base articles, standard operating procedures and customer service guidelines relating to Remote Desktop Services support
Excellent customer service skills. Reliability and a strong sense of responsibility.
Ability to work independently and take ownership.
Strong technical and analytical skills.
Ability to troubleshoot, support, install, and repair software remotely.
Ability to troubleshoot hardware incidents remotely.
Ability to determine when requests and incidents must be escalated to next level support and route calls to correct resolver in a timely manner.
Knowledge of supported Microsoft Windows operating systems.
Experience with Active Directory administration.
Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office.
Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
EDUCATION and/or WORK EXPERIENCE:
Associates Degree or equivalent experience preferred.
A+ Certification recommended.
MCTS, ITIL Certification preferred.
2-4 years or more of related experience preferred.
Previous phone support experience is an asset