Senior Technology Support Technician

Job Title: Senior Technology Support Technician

Job Location: Canada (Onsite)

Mode: Contract

Contract:06 Months

Job Description:

seeking a Senior Technology Support Technician to support IT operations application and telecommunication systems and services used internally . 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

Responsibilities:

• Act as first point of contact for all Employee Technology Support issues for 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 Rogers Corporate IT Standards.
• Liaison with Rogers ITS Hardware / Software vendors and Rogers 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

Experience & Education:

• Bachelors degree or Diploma in business or technology preferred.
• Excellent interpersonal skills including demonstrated customer service and relationship building capabilities.
• Excellent communications skills
• Professional certifications and training including ITIL V3 and Project management are desirable
• Familiarity with Compliance Standards (PCI SSAE 16)

Qualifications:

• 3 Years of IT Experience including working in employee technology support
• Must be confident and comfortable supporting senior level executives and their assistants
• Knowledge of Microsoft and Apple desktop operating systems (managing configuring upgrading and trouble shooting)
• Knowledge of desktops (PCs and Macs) (managing configuring and trouble shooting)
• Knowledge of mobile devices such as phone and tablets (managing configuring and trouble shooting)
• Experience with IT Service Management Tools such as HP Service Center ServiceNow BMC Remedy CA Service Operations Management
• Experience providing hands-on and remote end user support.
• Working knowledge and experience with documentation data & reporting tools including Excel Access
• Minimum MCP certification MCSA or MCTS preferred.
• ITIL certification is an asset.
• CompTIA A certification is an asset.
• Ability to deal with and prioritize multiple tasks in a time-sensitive environment.
• Ability to work independently and to meet defined deadlines with minimum supervision.
• In addition to technical troubleshooting skills the candidate must possess excellent oral / written communication and analytical skills as well as strong organisational abilities
• Network troubleshooting skills are an asset.
• Fluent bilingualism (English / French) both verbally and in written communication is a significant asset