Desktop Technician- Downtown Toronto Area

The Desktop Technician is responsible for providing end user support relative to software, hardware, and network assistance. The Desktop Technician delivery is predicated on Tier 2 diagnostic experience and judgment as well as the application of pre-established workflow procedures. The Desktop Technician provides instructions to identify research and resolve technical problems. Additionally, the Desktop Technician tracks and monitors the incidents, and work orders to ensure a timely resolution. Must have excellent communication skills both written and verbal.

Onsite role in Downtown Toronto

Must be flexible to work weekends as needed

Responsibilites

• Accountable for continuous improvement.
• Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end-users technical problems and provide information and status as requested.
• Lead initiatives as assigned by management.
• Provide first call resolution or triage for all calls.
• Ability to troubleshoot and resolve incidents at a Tier ll and Tier lll level.
• Escalate tickets to the appropriate support group if required by warm transfer.
• Enter all troubleshooting performed and, if applicable, the resolution.
• If support requests cannot be resolved expeditiously, or if the team lacks the permissions or access to correctly resolve the incident/service request, then the issue is escalated to the appropriate support.
• Maintain full ownership of ticket through its lifecycle.
• Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event.
• Determine if there is a commonality amongst tickets being generated
• Establish tier I and II as the single point of contact for all user requests and incidents.
• Ensure that for every call and/or reported event a ticket was created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage.

What You’ll Need

• Analytical and problem-solving abilities, with keen attention to detail.
• Experienced in SLA/KPI environment.
• Excellent written and verbal communication skills.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Willing to support weekend rotation.
• Strong customer-service orientation
• Working technical knowledge of current operating systems, and standards.
• Hands-on hardware troubleshooting experience.
• Experience working in a team-oriented, collaborative environment.
• Computer Field Service repair experience
• Strong technical knowledge of PC and Desktop hardware.
• 5yrs experience (combination of hands on and phone support)
• Ability to launch and operate desktop diagnostic tools to perform remote diagnostics.

Bonus Certifications/ Experience

• Desktop, Laptop, Printer and Server.
• Service Management tools ( ex Service Now
• CompTIA A+
• OEM HW Certifications HP, LENOVO, Dell etc.
• CTP+, CDIA+, Network+, etc.