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LeverageTek IT Solutions: Tier 2 Technical Support Specialist

LeverageTek IT Solutions

This is a Full-time position in Ottawa, ON posted March 24, 2021.

Opportunity DetailsLeverageTek is actively seeking a Tier 2 Technical Support Specialist for a 3-month contract with its Ottawa-based customer.

***This work will performed remotely until further notice.

***Our customer is interested in potentiallyoffering a full-time position.

QualificationsMinimum 1-3 years experience in a Technical/Deskside Support positionExperience supporting Microsoft/Windows technology environments including, AD, Office 365, windows server etc.

AssetsFamiliarity with Zoho Manage Engine, or other ticketing tool is considered an asset ResponsibilitiesPerform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as neededAccurately document instances of equipment failure, repair installation and removal, as well as moves and changesRecord and manage equipment sent to repair depots for equipment under warranty or service contractsTaking tickets from ticketing system, supporting & helping the Level One support and setting up equipment etc.Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levelsAssess the need for and implement performance upgrades to end-user devices based on software technical specificationsWhere required, administer, and resolve issues with associated end-user workstation networking software productsReceive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidentsAnswer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managersEnsure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working orderPrepare tests and applications for monitoring desktop performance, and then provide performance statistics and reportsAssist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operationsDevelop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as neededIf necessary, liaise with third-party support and equipment vendors