Infrastructure Technician

Main Responsibilities

• Field incoming help requests from end-users via both telephone and e-mail in a courteous manner. 
• Build rapport and elicit problem details from help desk customers. 
• Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN and WAN, VPN, the Internet, and new computer technology; communicate solutions to end-users. 
• Respond to more complex issues (second line support) escalated by the first line support-using problem-solving skills and analysis to identify root causes of issues, determine course of action, and propose creative solutions. 
• Escalate priority support issues to senior staff and/ or corporate technology groups 
• Collect and document all relevant information prior to escalation to allow senior staff to operate efficiently 
• Document, track, and monitor problems to ensure timely resolution. 
• Assist in tracking helpdesk calls pertaining to application, networking, and systems problems and issues. 
• Promote a high level of customer satisfaction through proper telephone techniques and respond with an elevated level of urgency to user problems to ensure that timely and cost-effective solutions are provided. 
• Correct application issues, solve network and security problems and identify common PC software and hardware problems. 
• Provide hardware support for end-user equipment, such as installing replacement hardware or upgrading hardware. 
• Support Software/Hardware on equipment such as Scanners, Copiers, Printers, Monitors and other peripherals. 
• Assign username, password and access permissions for multiple proprietary applications, and client software. 

Education & Experience Required

• A technical diploma and a minimum of 2-3 years’ experience providing support in a similar environment. 
• Hardware maintenance and repair 
• Strong analytical and troubleshooting skills 
• Must be well organized and able to grasp system concepts and communicate their applications. 
• Must be capable of quickly learning new systems and associated software applications for proficient execution of tasks. 
• Ability to manage multiple demands with time related constraints in a fast-paced environment. 
• Prioritize and schedule work as necessary to maintain department standards and service level agreements 
• Ability to speak effectively before groups of internal employees, communicate technical information, create, and deliver presentations and information sessions to both technical and nontechnical personnel. 
• Demonstrated experience in applying technical expertise and in-depth evaluation to solve complex problems in own area of expertise. 
• Ability to create and maintain documentation and training materials, including KB articles, for technical staff and end-user audiences.  
• Capable of organizing projects effectively to achieve the desired results. 
• Strong interpersonal and communication skills. 
• Excellent analytical and problem-solving skills. 
• Bilingual (French/English) would be a nice-have.
• US work authorization would be a nice-have.

Working Conditions

• Generally comfortable working conditions with lifting and onsite installations. 
• Moderate visual concentration in use of video display terminal. 
• Up to 10% travel may be required. 20% may be required initially.
• Occasional overtime required.