IT Deskside Technician- IT Operations

Information Technology Toronto, Ontario


Description

 

Purpose of role:

The IT Deskside Technician has the responsibility for technical support to end users, enterprise wide, ensuring agreed-upon IT services and service levels are fulfilled, ensuring the availability and reliability of the IT end user systems, and applications, during business hours.

This role will address and resolve issues adversely impacting the business end user community and will have the opportunity to leverage and develop technical support skills in a large corporate environment and gain exposure to a broad range of technologies. The successful candidate will thrive in their ability to directly engage with internal and external customers at all levels and support them with superior support skills and innovative solutions.

This role will regularly interface with various areas requiring deep and broad technical experience related to primarily Deskside systems needs in both infrastructure and application environments.

Regular process improvement along with cost effective innovation will be required to enable synergy within IT Deskside Support team and other IT and Business groups.

 

Key responsibilities/accountabilities:

 

     Remote and onsite for support end user computing and mobile devices, peripherals and software

     Troubleshoot client/server communication issues, service failures Hardware diagnostic/repair (where applicable) and re/installation

     Interface directly with customers to resolve queries and incidents

     Installing, diagnosing, repairing, maintaining, and upgrading all PC equipment

     Image Workstation for new deployments

     Troubleshoot problem areas in a timely and accurate fashion.

     Handle and resolve Incident and Request management as prioritize by the TL IT Operations while adhering to agreed service levels agreement targets

     Maintain an excellent level of documentation and knowledge base management

     Preform Asset Management activities for all IT equipment

     Provide Asset Management reports as required weekly and Monthly to TL IT Operations

 

Key qualifications/competencies:

     3-5 years experience within customer service within Information Technology

     A University degree or equivalent combination of education and experience in I.T. processes, infrastructure and application within production / operation

     ITIL V3 Foundation Level Certified an asset

     Experience with end user device support within a corporate environment

     Superior problem solving and communication skills

     High customer service orientation, and the capability to manage and prioritize customer expectations.

     Work effectively in a fast paced setting with multiple customer priorities

     Demonstrable experience working in a client facing position within an ITIL context

     Ability to work unsupervised and manage time effectively

     Strong experience in the Microsoft product suite including Windows and Office/365

     Remote support/tools

     Altiris deployment and packaging

     Exchange/Active Directory/File Share management

     Strong Team player

     Professional appearance in a client facing role 

     Potential after hours support and light travel

 

 

Foresters Financial is committed to supporting diversity and accessibility. If you require an accommodation throughout the recruitment process, we will work with you to meet your needs.