Technical Support Technician II - End user support

Location: Remote(EST)

Duration: Long Term Contract The Technical Support Technician II is responsible for IT technical support incident and problem management. This responsibility spans four time zones supporting branch operating hour of 8:30 – 5:30 EST

Note: We are looking for someone who has experience in End user support not in systems or windows administration.

MAJOR DUTIES/RESPONSIBILITIES:

1. Provides first and second level incident and problem response to Company end-users for:

- Triage and assessment of end-user incident
- Create and track IT incident ticket.

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.

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.

Network - Meraki(Must have)

- 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.

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.

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.

2. 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.

3.Teamwork:

- Provides support to Peers and Technical Support Technician Level I.

4.Knowledge Transfer:

- Provides “On the Job” training by improving competency of Technical Support Technician Level I.

5. Project Activity:

- Resource to project activities as needed.

6. IT Inventory Control 7. 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.

📌 Technical Support Technician II - End user support (Canada)
🏢 DCM INFOTECH
📍 Canada