Title: Technician Support II
Location: Remote, Canada
Duration: 12+ Months Contract
The Technical Support Technician II is responsible for IT technical support incident and problem management for client resources across the continental US. This responsibility spans four time zones supporting branch operating hour of 8:30 5:30 local time.
MAJOR DUTIES/RESPONSIBILITIES:
Provides first and second level incident and problem response to Company end-users for:
o Triage and assessment of end-user incident
Create and track IT incident ticket.
o End-user compute.
Hardware and software troubleshooting.
Setup, Image and ship End-user computer hardware.
Next Tier Escalation point from IT resources for incident and problem tickets.
Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis.
o Corporate telephony. POTs, Call Center, Branch and corporate Telephony.
Initial assessment and troubleshooting to resolve the incident.
Escalation to Telephony vendor if incident cannot be resolved through local methods.
Next Tier Escalation point from IT resources for incident and problem tickets.
Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Telecom Engineer and/or Architect for incidents that cannot be resolved at this level.
o Network - Meraki
Initial assessment and troubleshooting to resolve the incident.
Next Tier Escalation point from IT resources for incident and problem tickets.
Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.
o Data Center. Services, Servers, VDI
Initial assessment and troubleshooting to resolve the incident.
Next Tier Escalation point from IT resources for incident and problem tickets.
Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.
o Cloud Services. O365
Initial assessment and troubleshooting to resolve the incident.
Next Tier Escalation point from IT resources for incident and problem tickets.
Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to
next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.
o Follow-up
Excellent communication skills to provide closure to tickets that are completed or update end user and management chain on problems that are still in process to resolution.
Corporate Communication reporting companywide outages and updates.
Teamwork:
o Provides support to Peers and Technical Support Technician Level I.
Knowledge Transfer:
o Provides "On the Job training by improving competency of Technical Support Technician Level I.
Project Activity:
o Resource to project activities as needed.
IT Inventory Controls
Actively Participates in IT assets location and ownership.
REQUIRED QUALIFICATIONS
High school diploma
5+ years of related experience
Effective communication and organization skills
Ability to work under pressure
Working knowledge of IT technology.
PREFERRED/DESIRED QUALIFICATIONS
Undergraduate degree (ASCS/BSCS or equivalent)
A+ , Network+, Cisco, MS Certifications.
Meraki Network experience
O365 experience.
Active Directory (AD) Admin experience.
MS Virtual Server Admin Experience.
WORKING CONDITIONS:
Office environment
Requires some manual labor must be able to lift 50LBS.
Occasional (infrequent) travel to branches
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