Onsite Services Technician II in Mississauga at Volt

Date Posted: 6/27/2018

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Mississauga
  • Job Type:
    Computer Industry
  • Duration:
    48 weeks
  • Date Posted:
    6/27/2018
  • Job ID:
    57570
  • Pay Rate
    $35.0 - $42.3/Hour
  • Contact Name
    Volt Branch

Job Description

Volt has been serving some of the nation's strongest companies for over 60 years. We have a talented and upbeat staffing team focused on the quality of your career. As a Volt employee, you can expect the highest level of on-site support. We have a long-standing tradition of developing lasting and mutually beneficial relationships with our employees. We are a Six Sigma company that also offers many direct hire, full-time positions.

Volt is an Equal Opportunity Employer. Volt Workforce Solutions welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We are looking to hire a rock star Technical Support Technician – Level 2 to join our client, located in Mississauga, ON. In this role, you will be responsible for a wide array of support services encompassing basic computer hardware refreshes of desktop and laptop computers, software deployments, end user training, system troubleshooting, telephony and in some cases server administration. Expert level training/mentoring will be provided by our client to ensure that you are successful in the role.

Role Title: Technical Support Technician – Level 2

Duration: Approx. 1 year with the possibility of extension

Compensation: (Hourly) Depending on Experience

Location: Mississauga ON

Start: As soon as possible

Skills and Experience Requirements:
• 10+ years of technical support experience and have had previous deskside technician support experience
• Proactive attitude and ability to interact with executive level as needed
Office 365 experience preferred
ITSM experience preferred
• 10+ years of experience in implementing, troubleshooting and supporting end user technologies & services in medium to large sized environments
• 10+ years of Windows OS administration, configuration and troubleshooting experience
• Experience with Microsoft SCCM
Airwatch or equivalent MDM experience with managing mobile devices, configuring mobile policies and deploying mobile applications
• In depth knowledge of key technologies including Enterprise Mobility, Office 365, Collaboration, Messaging, Video Conference equipment and Unified communication
• Good working knowledge of Active Directory

Responsibilities:

Monitor, update and maintain tickets in defined ticketing system
o Respond to tickets, contact users and plan workload
o Take ownership of the issue from end to end- from creation through the whole process and then through the resolution to ensure that issue has necessary follow through with end user
o  Update tickets with the latest status
o  Escalate the ticket to the correct group if the incident cannot be resolved
o  Sign-off closed tickets with the user to include follow up specifically to the end user
o  Close tickets that have been resolved

Identify Interrupts and escalate as needed, monitor where possible and resolve issues during emergency outages

Imaging and Deployment support of PC and mobile device hardware

Setting up the computer(s), monitor(s), mobile device(s)

Maintain physical presence at designated service locations to support end users

Software installation (based on standard software image and guidelines)
o Set-up in accordance with documentation.
o Troubleshoot software in the Standard Software image and 3rd party applications

Routine or as requested health check of IT systems for printers, copiers, fax machines, scanners, and video conference equipment and providing reports as needed.

Training end users on how to operate the equipment as requested
o Check to see if paper and toner is adequate. Refill, stock and change as necessary.
o Check to see if equipment is operational (no paper jams, power is on and general health)     
o Check and troubleshooting simple issues and escalation of complex issues to appropriate employees
o Check stock levels of standard equipment; notify Asset Management team when stock levels are low or order as defined by management
o Conference room sweeps to verify Video Conferencing cabling, equipment settings as per defined checklist

Hardware management to include, but not limited to -
o Change out hardware components as requested and perform basic data transfers from old hard drive to new hard drive as needed
o Ability to identify whether a failure exists and adequately describe the failure to the repair center or manufacturer.
o Receive and asset tag equipment based on the process to include, but not limited to: Laptops, Desktops, Printers, Servers and Misc. Equipment as required

Software Management to include, but not limited to: Virus, spyware and adware check and cleanup as needed