Job Title: Technology Support Technician
Job Location: Mississauga, ON
Mode: Contract Job Description:
Client is seeking a Senior Technology Support Technician to support IT operations, application and telecommunication systems and services used internally by the Client Group of Companies. This is a fulltime position, responsible for the key IT remote and onsite support functions including first and second level troubleshooting as well the development and maintenance of knowledge content and reporting and data analytics activities. This position may involve varied rotational shifts (including evenings and weekends). This position will be based in the Client office in downtown Toronto and will report to the Senior Manager Employee Technology Support Toronto Campus.RESPONSIBILITIES:
Act as first point of contact for all Employee Technology Support issues for Client employees and contractors
Take ownership of support requests from beginning to successful completion.
Provide high quality employee technology support to the user community in a PC and MAC environment.
Maintain a high degree of customer service
Facilitate the maintenance of computer systems, software applications, telephony, mobile devices, and network infrastructure.
Coordinate and implement hardware upgrades and replacements as required.
Log all IT support activity in the ServiceNow ticketing system.
Keep accurate records and inventories of corporate assets (i.e. desktops, laptops, mobile devices, etc.).
Ensure compliance with, and implementation of Client Corporate IT Standards.
Liaison with Client ITS, Hardware / Software vendors, and Client Procurement.
Communicate solutions and ideas with local team and IT staff at other locations.
Provide reporting in support of the Employee Technology support team and IT Services.
Participate in call volumes reduction initiatives through the analytics of service calls, system events, and call handling data.
Cultivate opportunities for self-serve capabilities based on intimate understanding of reported issues
Ability to work with all level of users
May be required to work at other locations as directed.
Participate in rotating after-hours on-call schedule