Description

This is a proactive requirement for a global services engagement. THIS ROLE IS PART TIME (Usually two times a year for 1 week at a time)

The role of the Senior On-Site Support Technician is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Knowledge & Experience:

• Computer Hardware: Knowledge of advanced computer hardware, including SSDs and general peripherals.

• Operating Systems: Experience with desktop and server operating systems, including Windows 7, Server 2008, and above.

• Application Support: Extensive experience supporting Microsoft Office, SAP, Altiris, and Ghost.

• Diagnostic Utilities: Strong working knowledge of diagnostic tools like PowerShell commands, ALTools, and Anti-Malware tools.

• ITIL Environment: Strong knowledge of ITIL principles and processes.

• Communication Skills: Exceptional written and oral communication skills.

• Interpersonal Skills: Strong interpersonal skills for rapport-building, listening, questioning, and leadership.

• Documentation: Proficient in documentation practices.

• Language Skills: Fluent English is required, and French language skills are beneficial.

Personal Attributes

• Ability to conduct research into a wide range of computing issues is required.

• Ability to lead a team of 1-2 technicians.

• Ability to absorb and retain information quickly.

• Ability to present ideas in user-friendly, business-friendly, and technical language.

• Highly self-motivated and directed.

• High attention to detail.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation.

• Experience working in a team-oriented, collaborative environment.

Responsibilities by skill:

Strategy & Planning

• Evaluate documented resolutions and analyze trends in order to prevent future problems.

• Alert management to emerging trends in incidents.

• Maintain project scope, goals and deliverables that support business goals in collaboration with the team, management, and stakeholders.

• Effectively communicate progress on task assignment and set proper expectations to team members and stakeholders in a timely and clear fashion.

• Liaise with project stakeholders on an ongoing basis.

Acquisition & Deployment

• Assist in software releases and rollouts according to Change Management best practices.

• Assist in purchasing for enterprise hardware and software, including purchase order creation, tracking, and goods-receipt tasks.

Operational Management

• Assisting in providing Level I Support when request volumes are high.

• Support OSSTs through their daily tasks.

• Assist in bringing new team members up to speed.

• Act as an escalation point for advanced or difficult help requests.

• Build rapport with service desk customers.

• Escalate problems (when required) to Management.

• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

• Assist in performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Install anti-virus software and ensure virus definitions are up to date.

• Perform preventative maintenance, including checking and cleaning of servers, client-side devices, such as laptops, desktops, and mobile phones.

• Extensive knowledge of storage technologies such as SAN or NAS, as well as Active Directory/Global Catalogue.

• Experience installing, configuring, and maintaining all manners of server hardware and associated network equipment, including SCSI, RAID, and I/O topology.

• Strong familiarity with TCP/IP and Cisco network protocols, firewall management, and operating system conf