Tech Support Analyst II

• Responsible for supervising the manufacturing and installation of computer or computer-related equipment and components.

• Test and image desktops and laptops.
• Maintain, analyze, and troubleshoot, software and computer peripherals.
• Ability to setup, configure and add all hardware.
• Assist Corporate Desk Side Support technicians with large IMAC's.
• Assure that all tickets requiring follow up work and/or calls receive appropriate attention.
• Provide technical support to end users via telephone. Back up and burn end user data.
• Assist in developing and documenting improvements to current processes.
• Assist coworkers in resolution of end users? technical issues.
• Assist coworkers in the execution of established processes and escalations.
• Test, image and clean PC's, laptop, monitors, printers, and other related hardware.

• High School Diploma or GED required.
• 2 to 4 years of hands on technical knowledge of laptop and desktop design and software installation required.

• Familiar with standard concepts, practices, and procedures within a particular field.
• Relies on limited experience and judgment to plan and accomplish goals.
• Possess 1 to 2 years experience in a break/fix environment.
• Able to lift and palletize heavy equipment. (PC's, monitors, printers.)
• Strong verbal and written communication skills.
• A certain degree of creativity and latitude is required.

• Tech level II - Bilingual FR / ENG
• Who can work independently
• Follow standard processes and manage priorities
• Fast learner and curiosity
• Experience with projects and implementation are desirable skills
• The site requires ability to speak both French and English
• Deskside Support Role - Tech will be the front line of Client and interface with customers onsite at their location and provide each user with white glove service for all IT related questions in the area of application support, technology questions, hardware and services.
• You're highly skilled at detection of users' needs, troubleshooting their issue and resolving it or ensuring that the correct process is followed for resolution.
• You will educate users on technology features, assisting with hardware selection process, demos and training along with provide software and personal training sessions for users on standard tool sets.
• You are the customer advocate and coordination point for all customer issues and requests, even if these are beyond the scope to solve and take ownership of their issue.

• Strong Customer Service skills and are approachable, a good listener, takes ownership of their issue and empathetic.
• High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment.
• Demonstrated customer focus evaluates decisions through the eyes of the customer, builds strong customer relationships and creates processes with customer viewpoint.

• Excellent Customer Service Skills
• Advanced knowledge of installation and operation of relevant software, hardware and other equipment.
• 3-5 years of related experience and training.
• A+ certification & Microsoft MCP Certified a plus.

• Ability to deliver great customer experiences and to be invigorated by constant personal interaction
• Ability to manage multiple, simultaneous task.

TekWissen