Desktop Support Technician

Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have relevant 3-5 years’ experience in Windows Desktop support.

• Provide first/second level contact and problem resolution for customer issues.
  b)Work with Third Party Vendors to remediate complex AV issues as needed.
  c)Provide timely communication on issue status and resolution.
  d)Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
• Should have basic knowledge of Mac operating system, to support Apple pc users.
• Install, upgrade, support and troubleshoot for printers, computer hardware.
• Performs general preventative maintenance tasks on computers, laptops, printers.
• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Job Purpose

The L2 IT Support Technician role is responsible for providing advanced technical support to Client field workers. This position ensures that all IT-related issues are resolved efficiently, enabling field personnel to perform their duties without interruption. The role requires a strong understanding of field applications (EX: Salesforce, Lemur, AVLS, OMW, etc) and devices (Ex: Truck mounted Toughbooks, IOS devices, Modems, Drivecams), excellent problem-solving skills, and the ability to communicate effectively with non-technical staff.

Key Accountabilities

• Technical Support: Provide phone-based support for IT issues related to hardware, software, and network connectivity for field workers.
• Troubleshooting: Diagnose and resolve technical issues, escalating issues to other support teams when necessary.
• Documentation: Maintain accurate records of support requests and resolutions in the IT service management system (Currently Service Now).
• Training: Assist in training field workers on new technologies and IT systems to enhance their operational efficiency.
• Collaboration: Work closely with IT teams and field operations to ensure seamless integration of technology in daily operations.

Knowledge, Experience & Technical Know-How

• Education: Associate's degree in Information Technology or related field; Bachelor's degree preferred.
• Experience: Minimum of 2 years of experience in IT support, preferably in a utility or field service environment.
• Technical Skills: Proficiency in troubleshooting Windows, IOS operating systems, and Enterprise software applications.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

Qualifications

• Certifications: Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional, Apple Certified Support Professional (ACSP)) are a plus.
• Problem-Solving: Demonstrated ability to analyze problems and develop effective solutions.
• Customer Service: Strong customer service orientation with a focus on user satisfaction.

Main Interfaces

• Field Workers
• IT Support Teams
• Operations Management

Note: Will be required to install and configure connectivity/modem devices in service trucks, including connecting equipment to vehicle power (12V wiring) to support communication and emergency connectivity needs.