Onsite IT Support Technician

Working in a fast-paced, constantly evolving environment, you will provide excellent customer service and hands-on support. This is a great opportunity to join an ambitious company at the forefront of its industry and play a key role in delivering a high-quality IT support service.

This is a varied and challenging role. You will ensure that support requests and incidents are handled promptly and professionally. You should take a proactive approach, responding to queries by phone, email, and in person. You will also act as an escalation point, working with third-party resolver groups to address issues that you are unable to resolve yourself.

• Provide support that consistently meets or exceeds customer expectations;
• Identify, analyse, and repair product failures. Order and replace parts as needed;
• Support and maintain user account information, including rights, security, and system groups;
• Receive and resolve issues from Tiers 2 and 3 when on-site assistance is needed to solve a hardware or software issue, in cooperation with the resolver group that transferred the issue, if necessary;
• Provide troubleshooting and problem-resolution support for all network devices;
• Coordinate with third-party vendors to resolve hardware and software problems, as required;
• Receive and resolve hardware- or software-related issues from Tiers 2 and 3 when on-site break-fix support is needed;
• Work with hardware and software vendors on planning and problem resolution;
• Work with manufacturers and third-party vendors to obtain technical assistance;
• Install PCs, peripherals, and LAN-based equipment;
• Assist with setting up security, file access, and other administrative procedures related to office moves;
• Move workstations, peripherals, and telecommunications equipment, as required;
• Order, receive, and provide all required equipment, materials, and third-party vendor services to implement IMACs;
• Install and set up equipment, cables, outlets, and all other hardware required to implement IMACs;
• Test completed IMACs and confirm acceptance by the end user;
• Document changes to inventory use and configuration;
• Provide AV and conference support for software such as Webex, Skype for Business, and Zoom.

• At least 5 years' experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum requirements;
• ITIL V4 Foundation Certification (recommended);
• Microsoft Operating System / Office Certification(s) will be an asset;
• Advanced MS Office 365 skills;
• Scripting, coding skill will be considered an advantage;
• Able to solve simple hardware issues;
• iOS, Android advanced user, Basic Networking skills;
• Knowledge of Active Directory, permissions;
• Team Player and Analytical Thinking;
• Open and positive personality and ability to manage stress effectively;
• Customer oriented (Service awareness) with good interpersonal and communication skills;
• Able to adapt in a fast-evolving technology environment and ability to learn;
• Able to assume day to day responsibilities generating specific deliverables;
• Relationship-builder, at ease with people and capable of quickly building trust;
• Language skills: Proficiency in local language and a good level of English.