The Opportunity

The Onsite Technical Support Senior Analyst provides support to end users across multiple operating companies by installing and assisting with the operation of their workstations, business applications, and related equipment. May manage staff performance and quality of service provided

Key responsibilities of the role include:

Technical support (% of time spent – 50%)

Performs installation, training, maintenance, troubleshooting and repair of all OpCo desktop hardware and software technology.

Assists in the setup and operation of audio visual hardware as required by end user.

Determines appropriate hardware and software based on corporate policy and end user requirements.

Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues.

Escalates incidents and questions to appropriate support groups

Ensures all service feedback and updates are provided in a timely manner to all stakeholders.

Disconnects, moves and reconnects desktop technology hardware for single user, multi-user and office moves.

Supports events such as infrastructure changes, software releases, BCP etc.

May assist in administration and maintenance of non-desktop technology infrastructure components at the request of other service towers.

May assist in installation, maintenance, troubleshooting and repair of office telephony systems.

Administrative tasks (% of time spent – 15%)

Uses corporate incident management system to record and track all support work.

Maintains accurate hardware and software records for corporate assets.

Performs time tracking tasks as required.

May assist with the procurement of hardware and software

Team meetings and training (% of time spent – 5%)

Supports team’s abilities and functions through positive customer relations.

Contributes to the improvement and enhancement of processes and procedures.

Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team members.

Proactively seeks development opportunities and relevant training, in addition to completing all mandatory training requirements.

Ad hoc (% of time spent – 10%)

Performs duties as assigned by management, including but not limited to project execution and disaster recovery activities

Who we think will be perfect for this role…

The ideal candidate for this role will have the following background and attributes :

Education

Associates degree in a technology related discipline; OR a combination of work experience, education and training equivalent to a two-year college degree in a technology related discipline.

Experience

Minimum of five years related work experience ideally in a professional services or management consulting firm

Knowledge and skills

• Strong knowledge of company desktop operating systems and software.
• Good general knowledge of standard computer hardware.
• Superior customer service skills.
• Ability to work within a team environment.
• Ability to independently plan, organize and prioritize one’s own activities.
• Ability to provide short term cover for manager during absence of regular line manager.
• Ability to independently plan, organize and prioritize a small team’s activities.
• Ability to express ideas clearly in both written and oral communications.
• Good presentation skills.
• Ability to train both business colleagues and technology colleagues.
• Fluent in English.

Other requirements

• A+ certification preferred.
• Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE).
• Ability to work in a typical office environment.
• Ability to lift and move desktop and other related hardware.
• Frequent, local travel may be required depending on location.
• Occasional, distant travel may be required.
• Occasional evening and weekend work may be required