Technician Level 2 - Service Desk

at  Napoleon

Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers’ home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a world-wide scale.
The warmth and experience that a Napoleon product brings to the homes of our customers transcends borders, language, and cultures to enhance everyday living across the globe. Throughout North America, Europe, South America and Asia, Napoleon creates memorable moments through our stunning designs and innovative technologies.

EDUCATION & EXPERIENCE:

College diploma or university degree in the field of computer science; or six (6) years’ equivalent work experience.
Minimum four (4) years’ experience (with college diploma); six (6) years’ experience without.
Certifications Required: A+ CompTIA and/or MCSE
Knowledge of advanced computer hardware, including printers, desktops, etc.
Experience with desktop and server operating systems, including Microsoft, ERP.
Extensive application support experience with MS Office, Outlook, and telephony.
Working knowledge of a range of diagnostic utilities.
Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes.

SPECIALIZED SKILLS:

Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues is required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly, business-friendly and technical language.
Ability to effectively prioritize and execute tasks in a high-pressure environment.

Coordinate and implement Help Desk software functionality changes.
Setup and configure new systems for end-users, including installation of all applications, printers and peripherals, transfer of settings and files from old system if applicable, testing and physical assembly.
Answer support calls as a first line of IT support, record them and follow through according to the established guidelines.
Evaluate tickets and trends to identify underlying problems and relay to Systems Admins as necessary to investigate and resolve.
Participate in Department wide knowledge sharing and mentoring in areas where other Associates have less knowledge regarding processes or technology.
Respond to, and resolve, end user requests and incidents via ticketing system. Meeting defined SLAs for resolution.
Assist in software releases and roll-outs according to Change Management best practices.
Create new solutions where appropriate to facilitate end-user self-service and, while accessing existing solutions, update if necessary due to changed environments or software end-of-life.
Inventory Procurement, confirm requirements, source new inventory (select vendors), place orders, and follow up on status of orders.
Perform preventative maintenance on end-users’ systems where required, including ensuring all security software is up to date.