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Technical Support Analyst - Jobs in Hamilton region

American Iron Metal
Job LocationHamilton region
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract

Job Description

Job DescriptionStrategyamp; Planning

  • Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
  • Alert management to emerging trends in incidents.
Acquisitionamp; Deployment
  • Deploy pre-packaged software as needed using automated deployment tools.
  • Assist in software releases and rollouts according to change management best practices.
Operational Management
  • Assisting in providing Customer Service Agent support when request volumes are high.
  • Act as an escalation point for advanced or difficult help requests.
  • Build rapport with service desk customers.
  • Escalate incidents with accurate documentation to suitable technician or vendor, when required.
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledgebase as needed.
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
  • Install antivirus software and ensure virus definitions are up to date.
  • Install approved software requests manually or using a deployment server
  • Test fixes to ensure problem has been adequately resolved.
  • Contribute to technician knowledgebase and training as needed.
  • Reinforce SLAs to manage end-user expectations.
  • Provide suggestions for continual improvement.
  • Assemble, image, and configure workstations, laptops and servers according to client specifications and details.
  • Perform remote and onsite troubleshooting of hardware, software and networking issues for various clients.
  • Perform support fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and application.
  • Monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.
  • Document any and all changes to client environments as well as applying the latest industry “Best Practices”
  • Create new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT management services
  • Proactively access software updates, drivers, knowledge bases and FAQ resources on the Internet/intranet to aid in client tech support problem resolution
  • Assist Customer Service Agents with any tech support issues requiring assistance
  • Other duties as assigned by upper management

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