Deskside Support Technician

Job Summary – Reporting to the IT Manager, the Technical Support Analyst is responsible for providing Network & remote deskside support and maintenance within the organization’s desktop computing environment. Within the scope of this position, the incumbent takes on a key role to continually provide an environment promoting a culture of client safety and freedom from harm and injury Years of experience needed –

• 3 years IT Help Desk Experience
• Hands-on Level 2 Network & desk side support experience

Technical Skills:

• Strong hands-on experience on Network troubleshooting & remote deskside support
• To perform on-site analysis, diagnosis, and resolution of complex server/workstation/network problems and recommend and implement corrective solutions, including repair for remote users as needed.
• To troubleshoot facility connectivity to Head Office through means of conversation with Internet Provider.
• To administer and resolve issues with associated end-user workstation networking software products.
• To ensure all machines in community have connectivity to the network and arrange for wiring to be completed when required.
• To develop and maintain an inventory of hardware and software for each community covered.
• To accurately document all issues and actions taken to resolve.
• Assess the needs and recommend solutions to improve productivity within the community.
• Develop and maintain standards and documentation
• Due the nature of the work some evening and weekend work will be required.
• On call rotation may be required
• Hands-on Level 2 desk side support experience with configuring and troubleshooting of software, hardware, network systems and various end user devices.
• Ability to manage a mixed workload of proactive management activities and reactive operational support activities
• Knowledge of call quality monitoring, Help Desk practices, root cause analysis.
• Experience in the use of the Office365 & Microsoft Azure. MOUS certification an asset.
• Knowledge of MDM an asset
• Administration and troubleshooting of printers
• Excellent technical knowledge of PC and network hardware
• Ability to conduct research into PC/Software issues and products as required using Internet as main search tool
• Effective interpersonal skills and relationship-building skills
• Strong oral and written communication skills, Participate as a strong, collaborative team player
• Excellent organization skills, proven analytical abilities and decision-making capabilities

Certifications Needed:

• Network CCNA
• MOUS certification an asset
• Certificate in computer science

About Mphasis Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.