Technical Support Agent II
Technical Support Agent II
Posted on :
09-07-2025
Employer Active
1 Vacancy
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Job Description
Reporting into the IT Manager the Tech Support Analyst II will be involved or responsible for the follow:
- You will evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
- You will alert management to emerging trends in incidents.
- You will deploy pre-packaged software as needed using automated deployment tools.
- You will assist in software releases and rollouts according to change management best practices.
- You will act as an escalation point for advanced or difficult help requests.
- You will build rapport with service desk customers ie other American Iron and Metal employee.
- You will record track and document the service desk incident-solving process including all successful and unsuccessful decisions made and actions taken through to final resolution.
- You can preform hands-on fixes at the desktop level when remote tools are not appropriate including hardware repairs delivery of peripherals or other fixes as determined.
- You can install antivirus software and ensure virus definitions are up to date and approved software requests manually or using a deployment server
- You can test fixes to ensure problem has been adequately resolved and use remote tools and diagnostic utilities to aid in troubleshooting.
- You can sontribute to technician knowledgebase and training as needed.
- You are able to reinforce SLAs to manage end-user expectations.
- You are able to perform remote and onsite troubleshooting of hardware software and networking issues for various clients
- You are able to perform support fixes at the desktop level including installing and upgrading software installing hardware implementing file backups and configuring systems and application
- You are reponsible to monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.
- You are responsible to document any and all changes to client environments as well as applying the latest industry Best Practices
- You are respondible for new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT management services
- You will proactively access software updates drivers knowledge bases and FAQ resources on the Internet/intranet to aid in client tech support problem resolution
Qualifications :
To Join our team you must:
- Have a minimum of 5 years experience in a similar position
- Be autonomous and organized
- Excellent knowledge of Ms Windows Ms Office
- Experience in networks (TCP / IP VPN etc ...) an asset
- Ability to analyze and manage priorities
- Able to work in a team and under pressure
- Driving license is required
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
Key Skills
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