Level 1 Technician

Job Description

• Performs basic problem solving and tech support troubleshooting of hardware, software, and networking issues for various clients.
• Assemble, image, and configure client workstations, laptops, and servers.
• Provide individual instruction and/or training to users.
• Performs routine technical assistance and maintenance duties for various clients and internally.
• Performs data entry and maintenance of records.
• Entry of time completed and call activity.
• Follow check lists to ensure a consistent result for routine and common tasks
• Creation and monitor central ticketing system to ensure timely resolution of issues.
• Performs routine technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves general system hardware, software, and network failures and conflicts.
• Access software updates, drivers, knowledge bases and FAQ resources on the internet to aid in problem resolution.
• Assists with the installation, configuration and maintenance of computers, workstations and/or other related equipment and devices.
• Documentation of any/all changes to customer environments.
• Recognizing and escalating more difficult issues
• Maintains prevalent knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.
• Performs miscellaneous job-related duties as assigned.

Preferred Qualifications

• Post Secondary Education
• Computer-related industry experience.
• Post-secondary education in Computer Science/Information Technology is an asset

Preferred Experience/Skill Level

At least 2-3 years of practical experience in a technical support position or recent technical education experience in a post-secondary environment.

• At least 2-year demonstrated experience managing & working with the following technologies:
• Windows 10
• Microsoft Office Suite (2010 & Newer)
• Windows Server 2016 R2, 219 R2, 2022
• Active Directory
• DHCP
• DNS
• Terminal Services
• Microsoft Exchange
• M365

• Knowledge and experience with installing, configuring, administering, and troubleshooting a wide range of computer systems software, applications, hardware, networking, and communications.
• Strong all-round knowledge of business-related applications
• Ability to analyze and resolve basic hardware/software issues.
• Ability to communicate technical guidance and instruction to users on the use of PC and/or mainframe applications and systems.
• Experience with Remote Monitoring and Management tools is an asset.

Aptitude & Interpersonal Skills

• Strong communication (written and verbal) and interpersonal skills.
• Ability to multi-task in a team environment
• Ability to work under pressure with tight deadlines
• Ability to conduct research into a wide range of computing tech support issues
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to absorb and retain information in a fast-paced environment
• Exceptional customer service orientation
• Proven technical, analytical, and problem-solving tech support skills
• Highly self-motivated and directed with a passion for technology and I.T.
• Strong problem-solving skills and self-learning.
• Show initiative when undertaking tasks.
• Strong task management and multi-tasking skills.
• High degree of confidentiality.
• High degree of punctuality.
• Ability to take, interpret and follow instructions.
• Committed towards undertaking duties efficiently with a strong attention to detail.
• Professional personal presentation.
• Awareness of and ability to work in accordance with Company Policies and Procedures.

Job Types: Full-time, Fixed term contract

Pay: $42,000.00-$47,000.00 per year

Schedule:

• Monday to Friday
• On call

Ability to commute/relocate:

• St. Catharines, ON L2M 3Y1: reliably commute or plan to relocate before starting work (required)

Work Location: In person