Remote Deskside Support L3/ Team Lead Technician

Location Ottawa, Canada
JobType Temporary
Salary
Reference 15222

Job Title: L3 Deskside Support Technician/Team Lead

Type: Contract

Location: REMOTE

Duration: 3 Months (possibility to be extended to 6 months)

Start Date: ASAP

End Date: 3 months from start date

Days/Hours: Monday to Friday, 9 AM to 5 PM

Hours/Week: 40/week

Pay Rate: $40.00-$50.00/hour

 

Responsibilities:

  • Oversee and triage system tickets to delegate tickets based on system severity and effected department
  • Provide level 3 helpdesk support to resolve problems with a positive customer experience
  • Monitor and respond quickly and effectively to requests received through the IT helpdesk
  • Respond to scheduled service tickets, update, resolve, and adapt to adjusted service schedules for customer priority and emergency tickets.
  • Document and design various processes
  • Following established change control oversight, modify system configurations, utilities, software, and hardware settings for assigned service ticket devices.
  • Record all support activities, progress, actions, and status tasks within the BMC Remedy ITSM system.
  • Provide clear and detailed closure comments for customer review.
  • Assist with the onboarding (new agreement engagement) of new users
  • Install, test, and configure new workstations, peripheral equipment, and software (internal pre-staging and onsite)
  • Assign users and computers to proper groups in Microsoft Windows Active Directory environment
  • Perform timely workstation hardware and software upgrades as required
  • Participate in the after-hours “on-call” rotation schedule.
  • Document “unique to customer” or “systemic problem” resolution activities for future staff reference.
  • Perform technical review or evaluations of new or existing products or software as assigned.

Qualifications:

  • Bachelor’s Degree in Computer Sciences or related field of study
  • 5 years of experience in a Level 3 or IT team lead role
  • 5+ years of experience in providing deskside support
  • Strong leadership and organizational skills
  • High level of initiative and work ethic
  •  Motivation and a self-starting mindset
  • Accountability and a team-oriented attitude
  • Passion for creating and delivering an exceptional client experience
  • Amazing interpersonal skills with a high degree of self-awareness & empathy
  • Excellent problem-solving and multitasking skills