Key Job Activities:
Handles escalations and complex support issues and works to provide resolution. Documents troubleshooting steps, resolution and closes ticket or escalates to respective internal team.
Configure, troubleshoot, and maintain various infrastructure hardware components and internal solutions, desktop and laptop computers, network printers, software and O365 applications.
Act as mentor and provide support for the Tier 1 Technical Support team members
Provide evening and weekend on call support on a rotational basis
Participates in Major Incident calls and is responsible for distributing email communication
Provide Deskside Support, Walk up Window Support and other duties as assigned
Experience (North America):
Basic understanding of ITIL is considered an asset
Experience with common end user applications including Windows 7, Windows 10, Microsoft Office, Internet Explorer, and Outlook is a plus
Knowledge of IP networking concepts, Wi-Fi, and remote access technologies is a plus
Must be 18 years or older, with a HS diploma or equivalent
Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
Strong verbal and written communications skills.
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