Client Services Technician

[tool001]

location : vancouver
hours: 8-4
pay grade 6 (55k-62k) i think
Resume to : europaea01@hotmail.com






POSITION SUMMARY

Reporting to the IT Manager, the Client Services Technician is responsible for providing Tier 1 and 2 Help Desk support; testing and coordinating deployment of new and updated software; installing and maintaining computer equipment and peripherals; and performing network troubleshooting, maintenance and administration. The position provides technical support regarding the design, development and implementation of enhancements and upgrades to the network and applications, and assumes responsibility for specific portions of smaller projects, working in conjunction with other IT staff.


MAJOR RESPONSIBILITIES

1. Responds to Help Desk requests as the primary customer support person for all user problems; gathers sufficient information to diagnose the problem and provides Tier 1 and 2 telephone or desk side support as appropriate; refers complex problems to the applications staff or the Infrastructure Specialist as required and follows up to ensure resolution; ensures pre-defined Help Desk service levels are maintained

2. Installs and tests new applications to ensure they are operating correctly and advises applications staff of any issues; coordinates the deployment of new software to users, and provides orientation with respect to its use and operation

3. Monitors software programmed updates and controls including anti-virus, Anti-Spyware, and backup logs, notifies the IT Manager and Infrastructure Specialist of all errors, logs them and addresses problems as required

4. Checks new computer equipment on arrival, installs as appropriate, and ensures operating correctly

5. Maintains computer peripheral equipment such as Blackberries, scanners and printers, and ensures that these are prepared and ready for use

6. Contacts external suppliers for the repair of equipment under warranty or maintenance contract, provides details of equipment problems, and arranges for servicing; resolves related servicing issues as required

7. Checks the network back up logs daily for proper completion and troubleshoots any errors

8. Carries out network maintenance tasks such as reviewing logs for errors and resolving disk space issues

9. Performs network administration duties including conducting security monitoring, installing server patches and upgrades, and performing server troubleshooting; refers the more complex issues to the Infrastructure Specialist or external network consultant as appropriate



10. Provides technical support regarding the design, development and implementation of network and application enhancements/upgrades; assumes responsibility for specific portions of smaller projects, working in conjunction with other IT staff

11. Sets up, maintains and removes user network accounts in the Active Directory where appropriate

12. Maintains inventory of hardware and software located throughout the organization and maintains related records

13. Keeps abreast of new developments in software and hardware and provides recommendations regarding opportunities that would benefit the organization

14. Runs SQL maintenance and procedures with the direction of the Applications Analyst.

15. Performs other related duties which do not affect the nature or level of the job.



QUALIFICATIONS

Education, Experience and Occupational Certification

Diploma in Computer Technology or other related discipline, or an equivalent combination of education and experience

2008 MCSE level certification

Two to three years’ experience in a technical support role supporting 100+ users with a minimum of one year in a customer service oriented environment. Experience in Windows XP desktop, Windows 2003/2008 servers, Active Directory, backups and network monitoring. Experience with IBM I series preferred.


Knowledge, Skills and Abilities

Sound working knowledge and understanding of computer systems and IT business applications, and the processes and practices involved in help desk services, network maintenance and administration, and hardware and software installation and support

Good knowledge of Windows XP desktop, Windows 2003/2008 servers, Active Directory, backups and network monitoring

Understanding of SAN technology and MS Exchange

Good knowledge and understanding of the structure and operations of HBT

Ability to diagnose problems quickly and efficiently, use sound judgment in resolving problems, and provide solutions to meet client needs

Ability to provide technical support in the planning and implementation of IT enhancements and upgrades

Ability to communicate clearly, both orally and in writing; relate effectively with staff at all levels of expertise; provide exceptional client service; and exhibit a professional manner

Good communication, listening and interpersonal skills

Good organizational, time management, analytical and problem solving skills

Ability to work independently with limited supervision and function in a team environment with a variety of team members

Ability to multi-task, adapt to constantly changing priorities, work well under pressure and meet deadlines.