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.

- 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.

- 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