Resolve incidents related to laptops, tablets, workstations, applications, networked and local peripherals
Document incidents resolution according to established standards
Perform incident troubleshooting are per work instructions
Understand and follow workplace technology incident management processes.
The proposed candidate must have 2 years experience:
in the provision of deskside support services and dealing with client representatives for such request as Incident and problem resolution, clarifying technical issues for escalation and ensuring elevated quality service delivery.
supporting Antivirus suite such as installation and configuration of suites as well as Incident resolution
working with the Service Management tool set to monitor Incident and Service Requests queues, creating, updating and closing service tickets
supporting both local and network printers such as installation and troubleshooting printers, creating and updating print queues
supporting an Enterprise class VPN solution using Entrust PKI encryption such as installation of VPN clients, testing applications, and troubleshooting
in the documentation of technical solutions using Service Management knowledge base tool set, documenting problem resolution solutions, and service delivery model processes amendments
Fluently Bilingual in French and English
Federal Government Security Clearance of Secret