Job Title: Senior Tech Support - OnSite

Reports To: The Senior Tech Support Onsite will report to the Client Services Supervisor, Client Services Manager, IT Supervisor/Manager, or equivalent leadership.

Senior Tech Support -Onsite - Senior Associate is responsible for providing local operational support for an office or group of offices. This role is also responsible for Asset Management & Procurement.
This position requires both excellent customer service and problem solving skills along with experience leading projects. The candidate must possess a process and project orientated mindset and be proficient working individually as well as part of a larger team. The ideal candidate has knowledge on a wide range of technology and be able to leverage it against a wide range of technical issues. Great communication skills are a must. The candidate must be a highly motivated and self-reliant individual with a desire to better themselves.

Job Functions

• Asset Management & Procurement
• Manage and document IT purchases, repairs, asset write offs, asset disposals, etc.
• Obtain quotes for brand purchases and forward them to brand finance for PO Creation.
• Then carry out purchases, verify deliveries and approve invoices.
• Obtain quotes for IT purchases including DaaS and Opex, create PR requests, for IT
• finance to perform PO creation. Then carry out purchase, verify deliveries and approve invoices.
• Manage and track recurring Opex invoices
• Prepare monthly DaaS billing report for IT Finance
• Track changes and trends in new hires, terminations, and broken assets, etc.
• Manage quarterly DaaS capex budget for Canada
• Import new assets into Service Now
• Create asset refresh tickets
• Generate recurring reports, such as weekly asset returns, quarterly CSR reports
• Responsible for overseeing of assets in storage
• Conduct a health check on returned assets to determine if they require repair, disposal, or other action.
• Assist with Tech Support
• Issues Management and Resolution
• Troubleshoot system, application and hardware issues
• Ensure customer is updated on ticket progress
• Work directly with customers to solve problems
• Utilize internal IT Knowledge Base to both provide and find solutions to known issues
• Use external information to research and resolve issues when needed
• Consistently update the ticket tracking system with status and fixes
• Provide monitoring and resolution of AV issues for on-site equipment, such as boardroom AV equipment and meeting/event support
• Properly escalate issues to necessary parties as required
• System Administration
• Perform routine system maintenance on laptops and desktops
• Track computer assets according to organizational standards
• Perform backups and restores
• Perform configuration of hardware including drives, network interfaces, memory,
• processors, and peripherals.
• Perform installation and configuration of software including operating system, patches, and 3rd party products.
• Maintain established computer standards and participate in testing new standards communication
• Strong interpersonal skills with heavy focus on customer service
• Demonstrate sound written, oral and organizational skills
• Document solutions, systems and procedures
• Collaborate with local and remote teams using provided tools
• Consistently share solutions with peers
• Works effectively as an individual and as part of a team
• Contribute to collaboration channels to share information with team members and large
• Onsite Tech Support team
• Comfortable training small and large groups of people on new IT solutions
• Resource & Project Management
• Complete assigned tasks on time
• Ability to follow documented commonly used concepts, practices, and procedures
• Ability to manage multiple constituencies, issues, priorities, projects and goals
• Adhere to team policies and organizational reporting structures
• Continuous Improvement
• Gather knowledge of technology changes through training, conferences, books, journals, case studies, and perform product evaluations.
• Share information gathered with other team members
  Work Schedule
• Must maintain a flexible schedule and be available to work non-standard business hours upon request or as needed
• Must be available via cell phone for issue resolution and assistance after hours
  Travel
• Local travel between sites may be required
• Occasional travel to sites outside the local area may be required

Performance Standard & Expectations

• Education and Certifications
• Bachelor's Degree from an accredited university, preferably in Computer Science,
• Information Systems or equivalent program, or a proven track record of IT experience required
• Basic technical certification in field of expertise (e.g. ACMT, ACSP, ACTC MCP, CNA, CCNA, A+, Network+) Experience
• Minimum 3 years IT and Asset Management experience
• Experience delivering IT solutions within a corporate and/or enterprise environment
• Experience working in a mixed Mac and Windows environment
• Experience implementing best practice processes and procedures
• Knowledge of ITIL best practices required

Additional Skills

• Experience in the Advertising and/or Marketing industry preferred
• Experience in centrally managed computer environments
• Experience supporting A/V environments not required, but is a plus
• Skills helpful but not required – BitLocker, FileVault, Software Distribution Systems (Altiris, JAMF), Adobe Creative Cloud, Service Now, Bomgar, Font Management Systems

Physical Demands:

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.

• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.

• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).

• Physically able to talk on the phone and input data simultaneously.

• Ability to lift or move 40 lbs. or greater frequently.

• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or detect differences between colors, including shades of color and brightness.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.

SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by law.

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