11 Oct
NTT DATA
Montreal
We are currently seeking an Enhanced Support Services Technician to join our team in Vancouver, BC.
Position Title: Enhanced Support Services Technician
Location: Vancouver, BC
Department / Unit: Field Services
Annual Pay Range: $75K- $85K CAD
Position Type: Full Time Regular
Additional Pay Info: On call compensation + Bonus plan
Shift: Requires On-call 7 days per week (evenings/weekends)
Purpose of Position
- As an Enhanced Support Services (ESS) Technician, you will play a pivotal role in providing advanced onsite and remote technical support to a select group of senior executive users who possess unique IT support requirements.
- ESS Technicians are seasoned IT generalists with expertise spanning the entire spectrum of IT support, including hardware, software, networks, mobile connectivity, messaging, conferencing, and managing mixed vendor BYOD environments.
- Your primary responsibility will be to ensure seamless end-to-end support for our clients' critical desktops, notebooks, tablets, printers, mobility devices, and associated peripherals.
- In this role you will act as a vital link between our entire technology team and senior executive clients, serving as a technical liaison.
- You will be responsible for engagement, interpreting client needs, offering optimal solutions, and taking ownership of resolution or assuring resolution via line of business partners.
- Your ability to build and maintain strong relationships is essential to success in this role. Your diverse technical skill must be equally well presented with high levels of self-awareness, professionalism, relationship management, collaboration and communication.
- If you are a technically adept individual committed to delivering top-notch IT support,
the opportunity to make a big impact is here.
- Apply to join our team of elite ESS technicians in this unique and exciting role.
- Works autonomously in providing on-site and remote technical support to VIP clients.
- Resolves technical problems over the phone directly from the VIP client or calls transferred from the Technical Service Desk. Performs advanced troubleshooting techniques to address complex technical issues.
- Installs and configures a variety of computer hardware and software, communications, and peripheral devices as per documented processes.
- Creates, receives, reviews, completes, and escalates service requests.
- Independently assesses and adjusts technical solutions based on the specific client issue.
- Activities are diverse in nature and require independent judgment in determining the most appropriate course of resolution.
- Provides preliminary or routine instruction to customers in systems, applications and protocols.
- Alerts Manager to current or potential problems with systems, applications, or customer service requirements.
- Provides feedback to Manager on processes and procedures, current or potential problems with client systems and applications, and customer service issues.
Qualifications
- Min. 5 years' experience with desktop/software support & hardware (break/fix)
- Min 5 years of experience providing support to Executive Level personnel
- Technical degree or equivalent combination of education and work experience.
- Strong verbal and written communication skills.
- Experience with Microsoft Windows Domains, Active Directory
- Experience mobile device configuration and deployment, Apple iOS and Android
- Experience printer support, Office 365, Active Directory, ticketing systems (such as ServiceNow).
Physical Requirements/Working Conditions
- Must have Driver’s license and reliable personal transportation
- Must regularly lift machinery, tools, supplies and equipment weighing up to 20 kg.
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▶️ Enhanced Support Services Technician
🖊️ NTT DATA
📍 Montreal