Job Description

Position: IT Technical Support Specialist

Location: Scarborough, ON

Duration: 12 Months

Job Type: Contract

Work Type: Onsite

Language: English

Payrate: $ 24.00 - 24.00/hr.

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is a global provider of managed services, infrastructure solutions consulting, and products. The Company offers end-to-end managed services, technology, and consulting to enable the digital workplace for enterprise, midsize and small businesses. In business since 1987, Client provides Managed Workplace Services including IT solutions and hardware and software resale, integration, and support services, and has numerous partnerships within the technology space such as HP, IBM, Cisco, Dell, Apple, Inc, Jamf Pro, AirWatch, and Microsoft.

Job Description:

• 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.

Responsibilities:

• Establish tier I and II as the single point of contact for all user requests and incidents.
• Lead initiatives as assigned by management.
• Ability to troubleshoot and resolve incidents at a Tier all and Tier lll level.
• Accountable for continuous improvement.
• Maintain full ownership of ticket.
• Provide first call resolution or triage for all calls.
• 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.
• Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event.
• 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.
• Enter all troubleshooting performed and, if applicable, the resolution.
• Escalate tickets to the appropriate support group if required by warm transfer.
• 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.

TekWissen® Group is an equal opportunity employer supporting workforce diversity.

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