OverviewIQ Hunt Technical Support Specialist Contract in Toronto, ON
Branch Toronto ON CA
Technical Support Specialist
Windows 7 and 10, OSX, iOS, Microsoft Office, Internet Browsers, Local Account Management, Installs and removals, Registry, Command line, Service management…
The Technical Support Specialist works on assignments that are routine in nature. Generally assigned to tasks that are specific, single function, routine or repetitive operations. Manages work effectively by prioritizing own assignments and works on more than one task at a time.
Provides level 1.5 / 2 technical support and service for daily end user computer operations and project efforts in a complex computing environment. Supports a wide range of IT services including but not limited to: PC, MAC, mobile devices, RSA token, Video Conference, software and basic network support. Works with direct team members and Our Client’s clients and contributes to continuously improve the end user experience. May require working during non-business hours and on weekends.
Provides quality service and takes ownership in: resolving incidents / service request; tracking end user systems and device inventory resulting in timely and efficient resolution to incidents / service request evidenced by meeting Our Client’s clients’ needs, meeting or exceeding Our Client’s SLA’s and accurate data for asset management.
Proactively seeks information and utilizes creative problem solving skills along with standard operating procedures
Demonstrates relationship building, effective communication skills and quality service in the process of supporting, advising and educating Our Client’s clients on the use of end user computing hardware.
Demonstrates relationship building, effective communication skills with team members and third parties in the process of resolving incidents/service requests, knowledge transfer resulting in efficient and effective incident management.
Contributes to hardware, software, services enhancements by identifying when established procedures are not working and there are gaps in processes, and makes recommendations for improvements. Develops and edits customer and technical support knowledge base documentation.
Demonstrates quality service by actively contributing to customer satisfaction through advocating for Our Client’s clients’ needs, escalating incidents and requests, resulting in meeting or exceeding Our Client’s clients’ satisfaction metrics.
Qualifications & Requirements
Bachelor’s degree in computer science, business computing or a related field, or equivalent combination of education, certification, and experience.
5+ years’ experience in a related role requiring, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software.
A+ Certification would be an asset
High degree or familiarity with some or all of the following technologies: Windows 7 and 10, OSX, iOS, Microsoft Office, Internet Browsers, Local Account Management, Installs and removals, Registry, Command line, Service management systems, System Management Tools, RSA and Citrix Receiver, Cloud Support (Azure), etc.
High degree or familiarity with some or all of the following hardware: Desktop / Laptop, Blackberry, iPad, iPhone, Android Phones, Printers, Video Conferencing equipment, Cisco IP phones
Knowledge of wide area networks, TCP/IP and Server OS is desired.
Demonstrate ability to establish and maintain effective relationships with Our Client’s clients management/employees in a manner that consistently meets Our Client’s expectations for exemplary customer service
Demonstrate ability to see issues from the customer’s perspective, assesses urgency of requests and responds accordingly.
Ability to communicate clearly and effectively both verbally and in writing, to differing audiences
May require to travel to various locations outside of the corporate office
Periodically moves boxes and computer equipment weighing up to 50 lbs
Positions self to install computer equipment, including under desks
Punctual, regular, and consistent attendance is required
Employment Type: Freelance
Location: Toronto, ON, CA
Posted on: 2017-03-31