Assignment Description
Our client is currently seeking an Onsite Support Technician. The Onsite Support Technician will work as back-office support and 2nd line support for end users within GEIC and towards their customers. The technician will manage support for hardware such as computers, phones, peripherals, and conference room equipment, as well as software installations, troubleshooting, and user administration from an IT perspective. The role also involves managing troubleshooting and possessing basic knowledge of network administration.
Main Responsibilities:
- Monitor, handle, and follow up on support cases within the ITSM tool
- Provide service and support for client installations, workstations, miscellaneous IT equipment, and server administration (OS, hardware)
- Perform implementations, troubleshooting, and support for software, OS, and network issues
- Act as a single point of contact for escalations to third-line support and third-party vendors
- Administer asset handling within the ITSM tool
- Suggest continuous service improvements within Onsite Support
- Troubleshoot and understand network administration
Qualifications:
- Solid experience in support and troubleshooting in a Windows-based environment
- Strong experience in supporting commonly used software (MS Office Suite)
- Experience in supporting IT client hardware and peripherals
- Knowledge of the ITIL Framework
- Understanding of IT Infrastructure
- Knowledge of network infrastructure
- Familiarity with videoconferencing systems
- Knowledge of Mac and Linux client-based environments
- Excellent communication skills
- Strong customer service mindset
- Fluency in English
