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Collaborating with the Help Desk Technicians, Systems Administrator, Project Coordinator and I.T. Support Specialist to provide onsite assistance to clients at their physical office locations.
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Proactively assess clients I.T. infrastructure. Build and provide clients with thoughtful I.T. solutions up to Consys standards and related I.T. advice.
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Complete tickets once assigned, ensuring all notes are documented and tickets are closed out.
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Creation of new tickets as additional work is identified while at the client’s location.
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Notify sales, or appropriate personnel of an additional sale or scope of work quotes to be processed.
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Provide onsite/remote technology support to a broad range of clients.
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Triage and document all issues, troubleshooting steps and final resolution in helpdesk ticketing system with detail.
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Track, resolve and fully document all customer support tickets as assigned.
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Develop and conduct basic training programs on how to use hardware and applications; draft user manuals and/or document process and procedures.
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Perform bench-level hardware troubleshooting and repair as needed.
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Preform any preparation work as needed for customer sites or projects.
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Create (if required/asked for) or read all notes (if provided) on any tickets or project instructions at least 2 days in advance of any onsite job and ensure all necessary tools and products before leaving the office to go onsite.
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Perform preventative maintenance on customers' networks and systems.
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Escalate complex issues to the Systems Administrators as needed.
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Assist the team with technology projects and deployments.
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Communicate daily with customers, coworkers, and management.
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Provide photos as needed and written updates from any onsite visit and include in ticketing system.
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Work as a Help Desk Technician providing support remotely when there is no on-site work required.
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Working within ticketing system to create tickets, complete detailed time entries, document notes and forward schedule where appropriate.
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Working with in house document management programs to add data to pre-existing assets.
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Configure and set up access of printers, scanners, workstations, laptops, tablets, Wi-Fi, WAP, basic router/WAN, switch and VLAN configurations and NAS.
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Setup Office 365 software including email configuration.
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Setup RMM sites AV, firewall, router configuration, server, WAP, UBI controllers.
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Roll out RMM and AV on workstations and servers as required.
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Troubleshoot and complete diagnostics for basic email user issues, office 365 products, workstations, laptops, tablets, OS related issues, printer/scanner, workstations, and basic server issues.
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Complete various level networking functions including Routing, switching and other network services
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Support troubleshooting third party software including QuickBooks, Sage and others.
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Support Antivirus policies but setting up, completing software updates, rollbacks and general remediation.
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Complete Disaster Recovery set up and configurations related to all servers, workstations and 365 Microsoft programs.
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Provide Escalation Support to Help Desk Service Technicians or Junior level Support Technicians.
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Other duties as assigned.
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3+ years of desktop experience.
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1+ years server experience.
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Excellent hardware and software troubleshooting abilities.
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A+, Network +, Security+, MCSE, MCITP, MSCA, CCNA or equivalent a plus.
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Excellent communications/customer relationship skills.
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Intermediate knowledge of desktop operating systems.
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Intermediate knowledge of Microsoft Office applications.
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Basic knowledge of networked workstation and server configurations.
Experience in Routers and Network Switches configurations.
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Excellent organizational skills.
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Ability to assist with lifting gear as required.
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Ability to work from the London office.
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Ability to travel to client sites within the London, ON area +/-25km.
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Possess a valid Driver's License and Clean Drivers record.