L2 IT Technician
Description
As an L2 IT Support Technician specializing in end-user support, you will play a crucial role in ensuring the smooth functioning of IT services for both onsite and remote users. Your responsibilities will involve troubleshooting hardware and software issues, provide technical assistance, and maintain a seamless IT experience for all end users.
At INNIO, we offer you:
- An innovative and international connected working environment
- Flexible working model and structure
- Comprehensive benefits package
- Tuition reimbursement
- Company matched RRSP program
- Onsite gym facility
- An upbeat atmosphere with a collaborative cross-functional team
Key Responsibilities:
- Provide hands-on support for end-users at the physical location, addressing hardware and software-related issues promptly.
- Install, configure, and maintain workstations, laptops, printers, and other end-user devices.
Remote End User Support:
- Offer remote assistance to offsite users, troubleshooting software problems, connectivity issues, and providing technical guidance.
- Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced.
- Consult user guides, technical manuals and other documents to research and implement solutions.
- Reproduce, diagnose and resolve technical problems encountered by users.
- Provide advice and training to users in response to identified difficulties.
- Provide business systems, network and Internet support to users in response to identified difficulties.
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts.
- Participate in the redesign of applications and other software.
- May supervise other technical support workers in this group.
- Utilize remote support tools to diagnose and resolve issues efficiently.
Technical Troubleshooting:
- Diagnose and resolve hardware and software problems, ensuring minimal downtime for end users.
- Collaborate with other IT teams to escalate and address complex technical issues.
Software Installation and Updates:
- Install, upgrade, and configure software applications on end-user devices.
- Ensure that all software is up-to-date and compatible with the organization's standards.
User Training and Communication:
- Conduct training sessions for end-users to enhance their technical skills and knowledge.
- Communicate IT policies, procedures, and updates to end-users in a clear and concise manner.
Documentation Control:
- Maintain accurate records of end-user support requests, troubleshooting steps, and resolutions.
- Contribute to the knowledge base to facilitate efficient issue resolution.
- Collaboration with Remote Teams:
- Collaborate with remote IT teams to coordinate support efforts and ensure consistent service levels for all end users.
- Contribute insights and feedback to improve remote support processes.
Qualifications:
- Associate degree or equivalent in Information Technology, Computer Science, or a related field.
- Proven experience in providing end-user support in both onsite and remote environments.
- Proficiency in diagnosing and resolving hardware and software issues on various platforms.
- Familiarity with remote support tools and technologies.
- Strong interpersonal and communication skills.