FIELD SERVICES TECHNICIAN, Brampton, ON

The Technology Support Services Technician shall act as a primary user contact to provide centralized logging and issue resolution of all day to day problems and service requests. Responsible for the administration of the Service Desk application. He/She is responsible for user communication regarding status of problems reported, service requests and service interruptions for everything related to end user supports and desktops

Key Responsibilities:

• Provide first level technical support of existing information systems locally and remotely. This will include the ability to travel to remote locations if required.
• Responsible for technology software and hardware troubleshooting and support including equipment installations, relocations, repairs, pro-active maintenance and tasks as required. This includes contacting appropriate service personnel and follow-up as required. Update tickets and troubleshoots hardware and/or software with suppliers as required.
• Advice, instruct and train staff on the proper operation of hardware and software.
• Maintain and update technical support and its related processes documentation
• Special project work, as requested by the management
• Recognize and escalate all priority issues with potential to exceed established service levels to the Manager
• Administer Service Desk application and ensure integrity of user, log and inventory data
• Manage service calls, create, escalate and troubleshoot appropriately based on priority and business impact.
• Develop and ensure sustainability of processes and procedures for the physical inventory and database of all hardware, software, equipment and parts.
• Responsible for Asset Management and Inventory Management
• Responsible for problem management and documentation.
• Other duties as assigned by management

Skilled Knowledge Requirements

Knowledge:

• Good understanding of the Laboratory operations and company (data and voice) infrastructure
• Strong knowledge of Windows based systems
• Good knowledge of basic data processing principles, standard office applications
• Basic knowledge of Local Area Network and Wide Area networks.
• Good understanding of IT infrastructure
• Knowledge of ITIL best practices is an asset
• Post-Secondary Education
• Diploma in computer Science or equivalent certification/degree required
• Bilingualism (English and French) is a plus
• 3-5 years of related experience
• A+ and Network+ certification a plus
• MCSE and CCNA certification a plus

Technical Skills:

• Excellent troubleshooting skills
• Require good knowledge of basic data processing principles and standard office applications
• Good knowledge of Local Area Network and Wide Area networks
• Strong understanding of LIS report and print routines
• Ability to work in a fast paced and rapidly changing environment with solid organizational, multi-tasking capability and prioritization skills
• Strong understanding of technology and how it works.

Social Process Skills

• Ability to work on their own.
• Ability to think on their own feet and do problem analysis
• Ability to handle conflict and conflict resolution
• Ability to facilitate process buy-in from staff
• Ability to find innovative solutions by interacting with other team members
• Ability to manage the occasional stress that comes with coordinating multiple high priority problem resolution and service demands
• Strong verbal and written communications skills