IT Support Engineer ,Level-I Technical Support & Level-II Technical Support
IT Support Engineer
$30-40/hr – Full Time – Immediate Start
Toronto, ON,
A JPC IT Support & Image Review Technician is the person responsible for providing maintenance and support for proprietary applications, file/data transfers, printing, and other processes delivered to the Joint Processing Centre. The JPC IT Support & Image Review Technician shall also perform data analysis and quality control assessments of image review processes and outputs.
Experience & Technical Requirements
· At least 5 years of experience as a Technical Support Analyst, Network Administrator, Desktop support professional, or similar role
· Post-secondary degree or diploma in Information Technology, Computer Science, or equivalent
· Ability to work under pressure
· Ability to diagnose and resolve problems quickly
· Ability to prioritize tasks based on urgency and importance
· Motivation to learn new skills and technologies
· Critical thinker and problem-solving skills
· Good time-management skills
· Great interpersonal and communication skills with ability and patience to communicate with a variety of interdisciplinary teams and users
· Expert knowledge in the following:
o Virtual Servers (Windows OS)
o Storage Arrays
o Active Directory Server
o DNS and DHCP
o Data backup methodologies
o WebSphere
o Crystal Reports
· Oracle
o Expert knowledge in Microsoft Office Products to enable data analysis, report generation and presentation preparation including Word, Excel and Power Point
Competency Requirements
· Reports and takes corrective action; documents and communicates plans and processes
· Manages and monitors progress; balances people and process issues
· Demonstrates accountability, sound judgement, tact and political acuity
· Interpersonal style and communication; persuade, encourage, influence, gain support & agreement, negotiation and conflict resolution
· Strong analytical skills to determine client needs to develop technical and operational responses to resolve issues
· Attention to detail
· Strong writing skills to develop and maintain Standard Operating Procedures related to the position, as well as, guidelines and instruction manuals
Role Key Performance Indicators
· Customer support queries are responded to in a timely manner
· Optimal System Uptime of applications is maintained
· Ensure image and data quality is consistently assessed properly and provide feedback to maximize camera system performance
· Ensuring reliable printing and minimize print errors.
If interested, please forward updated resume at Mississauga@staffmax.com
Level-I Technical Support
45,000 – 60,000 + Benefits – Full Time – Permanent
Toronto, ON
Responsibilities:
Under the supervision of the Manager/Supervisor or Lead, Technical Services, the duties, and responsibilities of the Level-I Technical Support includes:
• Daily interactions with Customers, qualify customer’s eligibility for support and document product issue.
• Educate Customers about ticket flow and steps to problem resolution. Seek feedback and communicate through ranks for improvements that would result in delightful customer experience.
• Perform technical diagnostics and troubleshooting (desktop and remote) of Biometrics and Access Control product and integration issues.
• Ensure clear communication with internal and external customers, adherence to defined procedures, policies, and best practices.
• Achieve daily goals through ticket resolutions, RMA turnaround time and provide inputs to minimize device down-time. • Provide training for Installers, Integrators, customer, internal engineer for Access control products.
• Perform testing of various products and software. Utilize test data along with device’s feature description details (FDDs) in developing best practices and knowledge sharing.
• Provide inputs towards implementing policies to ensure quality, timely and efficient design of customer-oriented services.
• Auditing customer accounts to ensure accuracy of information.
• Attend operations/production meetings with management and follow work schedules and other assignments.
We Value:
• Experience with agent-based software & ERP – Service Cloud, Infor Visual.
• Knowledge in electrical, mechanical field.
• Extensive customer facing experience in biometrics and access control industry.
• Strong continuous improvement mindset, strong leadership impact.
• Demonstrated experience with Knowledge Base Management & Call Center Management.
• Good administration skills.
Qualifications and Experience:
• Diploma or University Degree, preferably in electronics or a related field
• Minimum 2 – 3 years of experience as a Technical Support Engineer
• Exceptional interpersonal skills
• Strong Customer Service background
• Ability to work independently.
• Project management skills
• Willingness and ability to quickly learn new technical skills.
• You have a splendid work ethic and housekeeping habits.
• You can prioritize work activities based upon fiscal impact to desired business goals.
• You are proficient with computer applications.
• Your attitude is positive: you are punctual, flexible, and adaptable.
If interested, Please forward updated resume at Mississauga@staffmax.com
Level-II Technical Support
45,000 – 60,000 + Benefits -Full Time Permanent
Toronto, ON
Responsibilities:
Under the supervision of the Manager, Technical Services, the duties, and responsibilities of the Level-II Technical Support includes:
• Perform technical diagnostics and troubleshooting (desktop and remote) of Biometrics and Access Control product for escalated issues.
• Ensure clear communication with internal and external customers, adherence to defined procedures, policies, and best practices.
• Provide prompt hands-on education to Channel Partners, System Integrators and End-users as required.
• Identify, investigate complex technical issues, and facilitate RCCA (root cause and corrective actions) analysis for improved products quality and delightful end-user experience.
• Achieve daily goals through ticket resolutions, RMA turnaround time and provide inputs to minimize device down-time.
• Perform testing of various products and software. Utilize test data along with device’s feature description details (FDDs) in developing best practices and knowledge sharing.
• Lead in implementing policies to ensure quality, timely and efficient design of customer-oriented services.
• Auditing customer accounts to ensure accuracy of information.
• Working effectively with other teams implementing strategies to increase profitability, productivity, and overall client experience.
• Attend operations/production meetings with management and follow work schedules and other assignments.
We Value:
• Experience with agent-based software & ERP – Service Cloud, Infor Visual.
• Knowledge in electrical, mechanical field.
• Extensive customer facing experience in biometrics and access control industry.
• Strong continuous improvement mindset, strong leadership impact.
• Experience with Salesforce and SharePoint.
• Demonstrated experience with Knowledge Base Management & Call Center Management.
• Good administration skills.
Qualifications and Experience:
• Diploma or University Degree, preferably in electronics or a related field
• Minimum 3 – 5 years of experience in a supervisory role in Technical Support
• Exceptional interpersonal skills
• Strong Customer Service background
• Ability to work independently.
• Project management and negotiating skills
• Willingness and ability to quickly learn new technical skills.
• You have a splendid work ethic and housekeeping habits.
• You can prioritize work activities based upon fiscal impact to desired business goals.
• You are proficient with computer applications.
• Your attitude is positive: you are punctual, flexible, and adaptable.
If interested, please forward updated resume at Mississauga@staffmax.com
