Be a key Technical Resource by providing second level technical assistance for high-end technical hardware, software and application deployment to end-users and other technical team members. Advise and provide consultation, installation and training to end-users/clients. Responsibilities

• Install, configure and upgrade operating systems and software, using standard business and administrative packages (Linux/UNIX)
• Support the installation, assembly and configuration of computers, monitors, network infrastructure and peripherals such as printers, scanners, and related hardware.
• Troubleshoot problems with computer systems, including hardware and software issues, emails, network and peripheral equipment problems, etc.
• Provide responsive, timely support to all escalated end-user questions and support requests from on-site team members/technicians
• Act as the primary third point of contact for desktop and laptop support and troubleshooting for clients. Perform complex problem determination and resolution identifying hardware and software problems
• Ensure all incidents are properly logged, triaged, routed escalated and closed in accordance with pre-determined service levels and incident management processes.
• Perform trend analysis to highlight re-occurring incidents within the computing environment and work with the regional team to take corrective action
• Assist with training staff in use of standard business and administrative software, including work processing spreadsheets, ad database management, providing instruction or written documentation
• Communicate changes, fixes and processes to the user community.
• Review and evaluate new desktop technology.
• Ensure that client's technology requirements and physical set-up and configuration of desktop hardware, software and local and network printers are accurately determined, documented and satisfied.
• Assist in the development and maintenance of user training manuals and programs
• Acquire and maintain current knowledge of all hardware and software technologies in use across the client company in order to provide technically accurate solutions to users.
• Run and modify scripts
• Install specific settings and features.
• Help to evaluate and test new hardware and software for effectiveness
  

Qualifications

• Post-Secondary education in Computer Science, Information Technology or other relevant discipline
• 3+ years of experience providing second level application support with a strong understanding of hardware support
• Advanced working knowledge of IT hardware installation, testing and support
• Experience in UNIX/Linux environments
• Experience with scripting including command-line scripting (Bash, Shell, PowerShell, SSH)
• Strong written and spoken communication skills
• Experience generating reports from logs
• 2-3 years of related Technical Support experience
• Ability, willingness and availability to work rotating shifts including evenings, nights and weekends

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