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deskside support technician

Title posted on indeed.com - Onsite Support Technician - Vancouver, BC

Posted on December 04, 2024 by Employer details Allied Digital Services, LLC

Job details

*Job Overview* We are seeking a skilled and motivated Desktop Support Technician to join our dynamic IT team. The ideal candidate will be responsible for providing technical support to end-users, ensuring that all computer systems and networks operate efficiently. This role requires a strong background in various operating systems, excellent customer service skills, and the ability to troubleshoot software and hardware issues effectively. *Duties* * Software installation. * Troubleshoot, repair, and maintain software applications & infrastructure. * Escalation from Helpdesk for application support including in-house, 3rd party applications and market data applications. * Provide support for operating system drivers, software and firmware. * Provide remote support to users for home connection and work from home set up -- Firm laptop or personal laptop + virtual machine. * Ensure that Client policies and procedures are followed by, communicated, and adhered to. * Create and maintain support documentation. * Interacting with other support groups (local and global) within the firm across multiple platforms. * Record and manage all incidents and requests in ticket-tracking system. * Proactively inform management of trends, significant problems and expected delays. * On-call ? Participate in rotating schedule providing afterhours and weekend support. * Take initiative to stay current on technology and participate in training programs. * Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc. * Local contact for Client partners e.g., escort vendors in comms rooms on behalf of Enterprise Network Services (ENS). * * Hardware Inventory Management ensuring stock levels are constantly monitored. * Hardware request and receipt through our internal ordering system. * Actively monitoring the ticket queue and managing requests through to completion. * Housekeeping on IT rooms. * Supporting events like annual Power down ? post desk checkouts (PC/monitors/Mouse + Keyboard/desk phone/headset/webcam). * Supports hardware decommissioning events.· Supports Business moves / changes ? ensure involvement in early stages of planning. * Managing escalations through to conclusion.· Manage client expectations. * Setup and installation of Temporary training rooms / Office wide events - Expo's. * Comms room patching.· Supports work from home hardware requests. * Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to. * Manage own workload to ensure that assigned activities are completed within targets defined within SLA?s/OLA?s. * Demonstrate high levels of customer care behaviours at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service. * Work across lines of service to ensure a coordinated approach to providing support for the customer. * Actively participate in a program of Continuous Service Improvement taking ownership of actions that deliver results. * Perform basic troubleshooting, system upgrades and replacements for employees. * Deploy equipment for new hires and refreshes and collect equipment from offboarded employees. * Evaluate user requests and requirements and recommend effective technological solutions. * Install, configure, and troubleshoot hardware, including desktops, laptops, and peripherals. * Will be required to work outside business hours and participate in additional weekend work. * Image/re-image computers, configure IP phones and mobile phones. *Requirements* * Excellent communication, interpersonal and customer care skills. * Ability to work under pressure and on tight timescales. * Experience using help desk call management system. * Technical grasp of a wide range of applications both in house and 3rd party applications. * Proven ability to work independently with little supervision as well as in a team env