Senior Service Centre Specialist

Resolute Technology Solutions Inc.
Job Description
Senior Service Centre Specialist
Deskside Specialist/Helpdesk
Reporting to the Service Centre Team Lead, the Senior Service Centre Specialist will provide technical support to staff of Resolute (RTS) and their clients as assigned. You will lead technical projects within your area of expertise and be responsible for ensuring that issues are resolved within established service levels. The ability to provide ELITE customer service with a focus on recognizing potential problems and taking preventative action, is integral to RTS’s success in the industry. If you take pride in your ability to provide service levels above and beyond the call of duty, then this is the role for you!
You will be responsible for:
  • Perform all network administration tasks as required in a Windows environment
  • Assess recurring issues and create automated processes to eliminate the need for repeated manual tasks
  • Respond to email and phone requests for technical assistance through established helpdesk ticketing system
  • Analyze and diagnose second level problems reported by end-users and formulate viable solutions to satisfy user’s requirements
  • Resolve complex end-user issues in consultation with other consultants, specialists and/or analysts
  • Mentor other deskside staff with the resolution of their ticket/issues as required
  • Troubleshoot and resolve issues with workstation hardware and software
  • Be proficient at providing effective onsite client support leveraging strong interpersonal skills to exceed client expectations
  • Setup and deploy IT equipment including PCs, phones and peripherals for new employees
  • Assist with client data backup and restore systems
  • Perform remote desktop support for client, corporate and home office employees
  • Work with fellow members of the IT department to accomplish assigned projects
  • Train users in various software and operating system activities as required
  • Receive general direction on key objectives and guidance on complex unconventional problems when required
  • Perform departmental and/or corporate office moves and additions
  • Ensure Resolute standards and policies are solidly applied throughout the desktop environment
  • Create new or recommend improvements to desktop standard policies, processes and procedures for both internal and external clients
  • Evaluate, recommend and implement desktop tools for both internal and external clients
  • Coordinate, provide leadership and coach other desktop support analysts within the defined support team.
  • Maintain a library of build images and related process documentation
  • Able to provide on call support as required
  • Perform other related duties as assigned
What you bring to the table:
  • Computer Science degree, college diploma or equivalent experience and training
  • 5 years progressive experience in information systems positions
  • Team Lead experience would be a huge asset to your career growth at Resolute
  • 7+ years’ experience installing and maintaining personal computers and servers and related hardware, software, printer and networks
  • 7+ years’ experience working providing PC/Mac support and/or in a Helpdesk environment
  • Experience with Microsoft centric products such as Windows, Outlook and Office as well as Office 365
  • Experience with Apple hardware and software products a definite asset
  • Technology infrastructure selection and implementation experience
  • Experience with Windows Active Directory 2003 - 2012R2 and Exchange 2003-2013
  • Experience with various remote takeover tools and technologies
  • Strong troubleshooting ability with the ability to communicate with other technical groups within the IT department
  • Must have solid understanding of networking concepts, with the ability to troubleshoot basic connectivity between devices such as switch, routers and firewalls. Familiar with DNS, DHCP, TCP/IP, etc.
  • Ability to build Windows based workstations and install software applications
  • Experience with Microsoft’s automated desktop deployment tools
  • Experience with automated software distribution tools
  • Experience with remote infrastructure monitoring tools a definite asset
  • The ability to create processes, procedures and set technical direction for the other technical staff on the Deskside support team
  • Lead junior technicians in troubleshooting more advanced issues
  • Create and maintain support documentation for reference and team building
  • Certifications such as MCSE, Network+, A+, CCNA, RHCP a definite asset
What RTS gives back to you:
  • A collaborative and creative work environment that truly values and cares about their employees as people
  • Bonus Program
  • Comprehensive benefits package
  • Training and education opportunities
  • A fun and inclusive team building environment
If you have any questions, please contact our resident Talent Acquisition Specialist - Marny Barnes or visit our Career Page for more opportunities! We are not able to hire (or sponsor) out-of-country applicants that do not have a current Permanent Resident Status or Work Visa.
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