Technicien Support Informatique / IT Support Technician at NTT DATA

Laval (administrative region), Quebec, Canada -

Full Time

Start Date

Immediate

Expiry Date

05 Feb, 26

Salary

0.0

Posted On

07 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

End User Support, Desktop Support, Windows Operating System, Local Installation, Network Installation, Internet Explorer, TCP/IP, DHCP, Device Manager, Registry Editor, User Manager, Admin Commands, ServiceNow, Technical Problem Solving, Customer Satisfaction, Communication Skills, Process Improvement

Industry

IT Services and IT Consulting

Description

Support will be performed in person (on-site users) or via telephone/remote control (off-site users). - Ensure proper day-to-day operation of technology applications and equipment by identifying, researching and resolving technical problems. - Provide deskside assistance to resolve technology issues and provide how-to knowledge transfer to end users on a variety of computer-related issues. - Perform scheduled moves, installations, and cancellations, as well as other MAC-related tasks. - Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff. - Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to escalate issues not resolved at this level to management. - Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention. - Ensure all tickets are resolved within documented service levels. - Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problem. - Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs. - Possess excellent presentation, verbal communication and written skills. - Provide technology refresh support as needed. - All other tasks as assigned. - 5+ years of experience with end user support & desktop support. 5+ years of experience with Windows operating system, local/network installation, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager & Admin Commands.

Responsibilities

Provide technical support to users both on-site and remotely, ensuring the proper operation of technology applications and equipment. Resolve issues, perform installations, and assist in developing process improvements.