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|City / Ville
||British Columbia [BC]
|Title / Titre
||Desktop Level 2 Support
||This level 2 desktop support position is part of the IT operational team, responsible for maintaining a high level of satisfaction for desktop services provided to our customers. This position primarily includes day-to-day technical support, monitoring and updating of queues, maintaining documentation and trend escalation.
||Level 2 point of contact for Service Desk support
Provides second level customer support
Monitors and responds to support incidents in the service desk queues, ensuring items are being addressed in a timely fashion or are appropriately escalated
Maintains and documents processes and procedures (internal and external)
Works closely with multiple resolver groups
Assists with creating and maintaining documentation within a knowledgebase
||MCTS: Windows 7, Configuring an asset
MCITP: Windows 7, Desktop Administration an asset
2-5 year experience working within an ITIL Service Desk support model.
Experience troubleshooting Windows XP\Win 7, Microsoft Office Suite, COTS software and LAN/Wan/wireless knowledge.
Hardware troubleshooting experience within an integrated multi-vendor environment.
Experience working with automated tools for remote control, patch management, software distribution, operating system deployment, and hardware and software inventory
Strong team player
Customer-service oriented attitude
Very good written and verbal communication skills
Strong organization and time-management skills
Good problem solving skills
Demonstrates initiative, pursues continued process improvement
A post-secondary education or equivalent work experience