Senior Field Service Operations - Jobs in North York

Job Description

Responsibilities:

• Excellent analytical and problem-solving skills.
• Demonstrable experience in managing a successful team of support technicians and successful completion of computers.
• hardware and current desktop support technician certifications.
• Excellent customer service skills.
• Desk side Support Management.
• Customer Relationship Management.
• Vendor Relationship Management.
• Project Management.
• SLA Management including Incident, problem, Configuration, Service request etc.
• Review with the Delivery Managers.
• Periodic reviews with Customer and Vendors.
• MIS and Reporting Need to have knowledge and get the below tasks carried out by Country Manage / Full Time or Dispatch.
• Engineers at various locations in the region supported.
• Should have knowledge on SD operation and tools.
• To guide, and act as mentor to the Support Management team as they deliver a unique service, providing high quality information.
• The Support Manager Team Leader will ensure the smooth everyday running of this core team, ensuring that SLAs are met and that quality targets are reached and maintained.
• Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines.
• Works with vendor support contacts to resolve technical problems.
• Works with service desk and RDS as appropriate to determine and resolve problems received from clients.
• Responds to support requests from service desk, users and other infrastructure teams.
• Performs upgrades as directed to ensure the longevity of equipment.
• Keep track of requests and make sure they are implemented as planned.
• Participate in incident handling concerning desktop changes.
• Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
• Microsoft environment knowledge (desktopamp; server).
• Have some level of technical understanding of the products building up a desktop service.
• Experience from the desktop environment.
• Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email.
• servers, application servers and administrative systems.
• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills are required.
• Windows and Novell Operating systems.
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000.
• Servers: Windows 2000, Windows 2003, Windows 2008.
• Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007.
• ITSM ticketing tools such as Remedy, Client Service Center, client Service Center.
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS.
• Visio.
• Internet browsers (e.g. Explorer, Chrome, Firefox).
• VPN and remote dial-in users.
• Support for laptop, desktops, and printers.
• PDA and blackberry support.
• Apple Ipad Device support.
• Others: Adobe Acrobat and other common desktop applications like Winzip, etc.
• 8+ years of Experience in IT Desktop Support and Team Management in Client. Facing RolesThis position Leads IT Deskside staff with technical support or desktop/laptop computers, applications, printers and related technologies.
• High Level role to Lead, coordinate and assist the desktop support technicians. Manage the day to day activities of the support technicians and provide technical support, training and guidance to staff.
• Assumes duties as a desktop support technician when assigned.