Overview

Wysdom Consulting Technical Support Specialist (level 1, 2) Full Time in Toronto, ON

Wysdom Consulting

Branch Toronto ON CA

Position:
Technical Support Specialist (level 1, 2)
Location:
Toronto, ON

The Technical Support Specialist provides first level support to end users on a variety of issues; Responds to telephone calls, emails, and personnel requests…

The Technical Support Specialist provides first level support to end users on a variety of issues; Responds to telephone calls, emails, and personnel requests for technical support; and identifies, researches, and resolves technical problems. The helpdesk tracks and monitors the problems to insure a timely resolution and escalates issues to second level support team when required. This candidate should have knowledge of commonly-used concepts, practices, and procedures within a particular field. The ideal candidate will have 2 to 3 years of experience in a similar role.

Responsibilities

Provide first level IT technical support via telephone /email or in person to local as well remote users, including, but not limited to, desktop and laptop hardware, business productivity software, mobile wireless devices, phone-system administration, network & Internet connectivity.

Provide first level IT consultation via telephone / email or in person for all technology-related questions, including, but not limited to, use of applications, Internet assistance, IT policy and procedures, hardware and software orders.

Diagnose issues with computer hardware, software and peripherals, and escalate the repair to the appropriate second-level support team.

Keep up-to-date documentation of support procedures, technical contacts, knowledge-base solutions, etc.

Order and track supplies required by technical staff to support users.

Perform helpdesk-specific administrative duties, including processing standardized end-user hardware-software order forms, tracking IT invoices, contact vendors for any invoice related disputes, process IT invoices & maintain vendor relationships, etc.

Maintain clear lines of communication with staff regarding network issues, maintenance schedules, downtime, and anything else that may impact end-users specific to IT.

Create statistical analysis reports of problems and trends.

The ideal candidate will have:
Excellent communication skills, both oral and written.
Strong time-management, multi-tasking, prioritizing and organizational skills.
Solid understanding of local area- and wide area- network principles, including experience troubleshooting network-based issues.
Solid understanding of desktop and laptop hardware, including configuration, troubleshooting, and maintenance of peripheral devices such as Printers, Multifunction printing devices, wireless devices, tablets, Blackberries, and so forth.
Hands-on experience using and supporting Microsoft Office 2003, 2007, 2010 and 2013 applications (Outlook, Word, Excel, PowerPoint, etc.).
Hands-on experience using file transfer protocols including but not limited to FTP, SFTP, WebDav, etc.
Hands-on experience with anti-virus, anti-malware, and anti-spam technologies and solutions.
Conceptual understanding and hands-on experience configuring and troubleshooting Microsoft Windows XP, Vista, 7 and 8 as well 8.1 operating systems.
Conceptual understanding and hands-on experience with Microsoft Active Directory, Microsoft Exchange & Windows permissions & security.
Conceptual understanding and hands-on experience with Microsoft Terminal Services / Remote Desktop Services, and Citrix is a major asset.
Experience with Avaya IP Office, Nortel PBX system or any phone system is an asset.
Experience with Helpdesk incident management software and Microsoft SharePoint Services are assets.
Experience with providing technical support over the phones, email as well remotely using remote shadowing applications.
Certified in CompTIA A+, CompTIA Network+

About Us:
Wysdom Consulting Group provides clients with placement services on a contract, contract to hire, and direct-hire basis in the Administrative, Finance/Accounting and Information Technology industry. Our strength is our ability to match talent and experienced professionals to the unique business needs of the client.

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Employment Type: Full Time
Location: Toronto, ON, CA
Posted on: 2015-05-22
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