Role: Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end technical issues. Support and train Field Service Technicians within the assigned region. Provide on-site troubleshooting and resolution of desktop problems. Responsible for advising and providing consultation, installation, training and technical assistance to the end-user community

Responsibilities and Duties:

• Must be willing to work rotational shifts, including nights for extended periods of time.
• Must have a valid driver’s license and access to a vehicle. (Busses are unreliable during night shift rotations)
• CompTIA A+ is a strong asset
• This is not a remote
• Provide responsive, timely support to all escalated end-user questions and support requests from Field Service Technicians, within assigned region.
• Act as point of contact for desktop and laptop support and troubleshooting for the client company. Perform complex problem determination and resolution identifying hardware and software problems
• Install, assemble and configure computers, monitors, network infrastructure and peripherals such as printers, scanners, POS, and related hardware
• Pull cables and rewires or direct the rewiring of cables as required for new installations and office reconfiguration.
• Install, configure and upgrade operating systems and software, using standard business and administrative packages.
• Troubleshoot problems with computer systems, including hardware and software issues, emails, network and peripheral equipment problems, etc. Make repairs and corrections where required.
• Ensure all incidents are properly logged, triaged, routed, escalated and closed in accordance with pre-determined service levels and incident management processes.
• Assist with training staff in the use of standard business and administrative software, including work processing, spreadsheets, and database management, providing instruction or written documentation where required.
• Ensure that client’s technology requirements and physical set-up and configuration of desktop hardware, software and local and network printers are accurately determined, documented and satisfied.
• Very rarely, but on occasion, may be requested on short notice to travel to customers’ sites within assigned region to resolve desktop issues
• Escalate any outstanding and unresolved issues to the attention of Director, IT Technical Services and VP, Professional Services within prescribed time requirements as per service contracts.
• *Acquire and maintain current knowledge of all hardware and software technologies in use across the client company in order to provide technically accurate solutions to users.

Requirements:

• College or University graduate of Computer Science, or Computer Studies program or equivalent experience.
• 2-3 years of related Technical Support experience
• Working and advanced operating knowledge of IT hardware/equipment installation, testing and support
• Must possess strong customer service attitude and interpersonal skills
• Detail oriented with strong organizational skills
• Ability, willingness and availability to work rotating shifts to support client company users with 24/7 service