Senior Technical Support Specialist
Company:
Capital Health Specialized Rehabilitation Hospital
Serving as a subject matter expert in regards to technical support and IT systems management. Standardizing IT equipment including their technical...
PURPOSE OF THE ROLE:
Responsible for supervising the day-to-day activities and duties of the desktop support unit to ensure effective provision of second line technical support across the facility. The support covers, but is not limited to PC hardware/software, networked printers, installation of applications and peripherals. Responsible for executing specific projects related to his area.
ESSENTIAL FUNCTIONS/RESPONSIBILITIES :
• Supervising and directing the work of the desktop support personnel and all projects assigned to them
• Overseeing the daily operation of desktop support activities to ensure effective provision of second line technical support and achieve service level agreements, objectives and deadlines set
• Developing training materials and procedures, or training users in the proper use of hardware or software as required
• Providing employees with guidance in handling difficult or complex problems
• Preparing/managing desktop unit working schedules
• Coordinating regularly with the Helpdesk for weekly schedules and outstanding issues
• Managing the user support team on its day-to-day operations
• Ensuring the quality of work performed by team members
• Performing other duties as assigned
• Overseeing and performing minor repairs to IT hardware, software, or peripheral equipment
• Referring and coordinating major hardware problems or defective hardware to vendors
• Monitoring and ensuring that the IT hardware (computers, printers and other peripherals) maintenance and support provided by suppliers is in compliance with the agreed contract terms/conditions
• Ensuring smooth resolution of end-user incidents and requests and acting as the first point of contact for hierarchal escalation of desktop incidents
• Performing assessment of requests for computer items
• Standardizing IT equipment including their technical specifications
• Researching and evaluating new desktop/laptop hardware and software technologies
• Participating in and supporting facility wide client-driven projects by overseeing the installation of the necessary hardware/software
• Maintaining records of daily support activities, system problems, remedial actions taken and installation activities
• Compiling monthly statistics and taking necessary pro-active actions to prevent future problems
• Managing the IT service desk knowledge tool
• Liaising with purchasing department/section for the procurement of equipment
• Coordinating with stores for delivery of equipment
• Reporting to vendors all hardware faults
• Ensuring smooth scheduling of on-call officers
• Participating in cross-functional teams, meetings and committees as appropriate.
• Serving as a subject matter expert in regards to technical support and IT systems management
• Supporting the infrastructure analyst, and covering for his absence, in at least the following areas:
o Active Directory and Domain Controller,
o DHCP,
o SCCM,
o email exchange server.
o Network access switches.
PHYSICAL ENVIRONMENT:
Office and site work.
Ability to sit for extended periods of time
Ability to carry, when nedded, desktops and similar IT devices.
Ability to attend meetings face-to-face or over the phone
BEHAVIOURAL COMPETENCIES:
• Planning and organizing – Plans daily activities and takes account of possible changing circumstances, identifies and organizes resources needed to accomplish the required tasks.
• Delivering results and meeting customer expectations – Consistently demonstrates skills to Company and any other individual with whom he/she comes in contact with.
• Adapting and responding to change – Adapting and responding to change – Accepts new ideas and change initiatives, adopts personal style to suit different people or situations, deals with ambiguity, making positive use of the opportunities it presents.
• Coping with pressure and setbacks – Maintains a positive outlook at work and maintains productivity in a pressurized environment.
• Working with people – Is respectful of all customers regardless of situation, reports to work on time to ensure adequate Relations at all times.
• Deciding and initiating action – Ability to work under stress and to respond quickly in difficult situation.
Apply to Job
Serving as a subject matter expert in regards to technical support and IT systems management. Standardizing IT equipment including their technical...
PURPOSE OF THE ROLE:
Responsible for supervising the day-to-day activities and duties of the desktop support unit to ensure effective provision of second line technical support across the facility. The support covers, but is not limited to PC hardware/software, networked printers, installation of applications and peripherals. Responsible for executing specific projects related to his area.
ESSENTIAL FUNCTIONS/RESPONSIBILITIES :
• Supervising and directing the work of the desktop support personnel and all projects assigned to them
• Overseeing the daily operation of desktop support activities to ensure effective provision of second line technical support and achieve service level agreements, objectives and deadlines set
• Developing training materials and procedures, or training users in the proper use of hardware or software as required
• Providing employees with guidance in handling difficult or complex problems
• Preparing/managing desktop unit working schedules
• Coordinating regularly with the Helpdesk for weekly schedules and outstanding issues
• Managing the user support team on its day-to-day operations
• Ensuring the quality of work performed by team members
• Performing other duties as assigned
• Overseeing and performing minor repairs to IT hardware, software, or peripheral equipment
• Referring and coordinating major hardware problems or defective hardware to vendors
• Monitoring and ensuring that the IT hardware (computers, printers and other peripherals) maintenance and support provided by suppliers is in compliance with the agreed contract terms/conditions
• Ensuring smooth resolution of end-user incidents and requests and acting as the first point of contact for hierarchal escalation of desktop incidents
• Performing assessment of requests for computer items
• Standardizing IT equipment including their technical specifications
• Researching and evaluating new desktop/laptop hardware and software technologies
• Participating in and supporting facility wide client-driven projects by overseeing the installation of the necessary hardware/software
• Maintaining records of daily support activities, system problems, remedial actions taken and installation activities
• Compiling monthly statistics and taking necessary pro-active actions to prevent future problems
• Managing the IT service desk knowledge tool
• Liaising with purchasing department/section for the procurement of equipment
• Coordinating with stores for delivery of equipment
• Reporting to vendors all hardware faults
• Ensuring smooth scheduling of on-call officers
• Participating in cross-functional teams, meetings and committees as appropriate.
• Serving as a subject matter expert in regards to technical support and IT systems management
• Supporting the infrastructure analyst, and covering for his absence, in at least the following areas:
o Active Directory and Domain Controller,
o DHCP,
o SCCM,
o email exchange server.
o Network access switches.
PHYSICAL ENVIRONMENT:
Office and site work.
Ability to sit for extended periods of time
Ability to carry, when nedded, desktops and similar IT devices.
Ability to attend meetings face-to-face or over the phone
BEHAVIOURAL COMPETENCIES:
• Planning and organizing – Plans daily activities and takes account of possible changing circumstances, identifies and organizes resources needed to accomplish the required tasks.
• Delivering results and meeting customer expectations – Consistently demonstrates skills to Company and any other individual with whom he/she comes in contact with.
• Adapting and responding to change – Adapting and responding to change – Accepts new ideas and change initiatives, adopts personal style to suit different people or situations, deals with ambiguity, making positive use of the opportunities it presents.
• Coping with pressure and setbacks – Maintains a positive outlook at work and maintains productivity in a pressurized environment.
• Working with people – Is respectful of all customers regardless of situation, reports to work on time to ensure adequate Relations at all times.
• Deciding and initiating action – Ability to work under stress and to respond quickly in difficult situation.
Apply to Job