Tech Support Analyst II - Jobs in Saint-Laurent, Quebec, H4S 2B3

Job Description

Overview: TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is a global provider of managed services, infrastructure solutions consulting, and products. The Company offers end-to-end managed services, technology, and consulting to enable the digital workplace for enterprise, midsize and small businesses. In business since 1987, Client provides Managed Workplace Services including IT solutions and hardware and software resale, integration, and support services, and has numerous partnerships within the technology space such as HP, IBM, Cisco, Dell, Apple, Inc, Jamf Pro, AirWatch, and Microsoft.Position: Tech Support Analyst II Location: Saint-Laurent, QC, H4S 2B3 Duration: 7 MonthsJob Type: ContractWork Type: Onsite Language: English

• Responsible for supervising the manufacturing and installation of computer or computer-related equipment and components.

Major Job Duties:

• Test and image desktops and laptops.
• Maintain, analyze, and troubleshoot, software and computer peripherals.
• Ability to setup, configure and add all hardware.
• Assist Corporate Desk Side Support technicians with large IMAC #39;s.
• Assure that all tickets requiring follow up work and/or calls receive appropriate attention.
• Provide technical support to end users via telephone.
• Back up and burn end user data.
• Assist in developing and documenting improvements to current processes.
• Assist coworkers in resolution of end users technical issues.
• Assist coworkers in the execution of established processes and escalations.
• Test, image and clean PC #39;s, laptop, monitors, printers, and other related hardware.

Education/Experience:

• High School Diploma or GED required.
• 2 to 4 years of hands on technical knowledge of laptop and desktop design and software installation required.

Skills and Competencies:

• Familiar with standard concepts, practices, and procedures within a particular field.
• Relies on limited experience and judgment to plan and accomplish goals.
• Possess 1 to 2 years experience in a break/fix environment.
• Able to lift and palletize heavy equipment. (PC #39;s, monitors, printers.)
• Strong verbal and written communication skills.
• A certain degree of creativity and latitude is required.

Additional Information:

• Must have Google experience.
• The IT technician is a position within the IT group to provide effective diagnostic evaluation of end-user Customer needs and in all cases use good judgment and timeliness in responding to and resolving each issue or project to the customers #39; satisfaction.
• Resolution includes but is not limited to the following: identify, research, and resolve technical problems, timely response to the incident management system, telephone calls, and emails.
• Strong user-centric focus; service oriented attitude
• Assure continuity of the computer system for all system users
• Support of mobile hardware, Appleamp; Samsung mainly, along with support of AT amp;T and T-Mobile Service
• Manage, install and troubleshoot telephone system and other equipment such as; printers, scanners, copiers, etc
• Support of a Google based business, using Google business applications
• Troubleshoot, diagnose and resolve problems related to operating system, hardware and software applications.
• Set up equipment for employees, or assist moving equipment around.
• Must be able to coordinate with software and hardware vendors to resolve any technical issues.
• Develop training materials and procedures, and/or train users in the proper use of hardware and software.
• Provide solutions in a timely fashion for issues that may arise with all Veolia applications.
• Log and track support calls in our Incident Management system, prioritize and escalate tickets as required to ensure customer satisfaction.
• Excellent telephone presence with organized follow-up skills
• Ability to multitask - Sense of urgency; maintain a positive attitude
• Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
• Recommend changes in software and hardware to improve computer capabilities

TekWissen Group is an equal opportunity employer supporting workforce diversity.