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Analyst; Technical Client Support

Toronto, ON

Job ID: 14729 A Type: IT-Information Technology

Contract job - 6months
Job Location - Toronto, ON

Qualification and skills required

•    Demonstrated knowledge and skills with PC operating systems (specifically Windows XP and Windows 7), computer hardware repair, and device connectivity (TCP/IP, network adapter configuration).  
•    Solid understanding of network (WAN, LAN, VPN) and telephony systems.
•    Working knowledge of enterprise software tools such as Lotus Notes, MS Office and Internet Explorer.
•    Proven customer experience and practiced communication skills, both orally and written. 
•    Technical education and training resulting in a certification (product-specific, vendor-specific, or technical courses) in any area of support for personal computers including:  computer operating systems, computer hardware repair, PC configuration. 
•    Minimum 1-2 years of field support experience in either:  end user support, software support, computer hardware configuration and/or repair, Help Desk / Service Desk support. 
•    Experience interacting and working with third-level technicians/engineers and external vendors a plus. Demonstrated experience managing competing demands and working in fast-paced environment.

Main Accountabilities

•    Provide Level 2 On-Site Support for all reported end user related incidents. 
•    The resource will further diagnose a client-reported problem associated with End User Computing services (desktop, laptop, printer, peripherals, enterprise applications) that has been escalated from Level 1 (Service Desk/Front Line Technical Support), delivering prompt follow-up and updates for incident tickets.
•    Provide inventory control and lifecycle asset management for end user computing devices.  
•    He will be required to effectively manage inventory control system, participate in inventory integrity audits and reviews, prepare detailed reports for inventory validation, and execute asset procurement activities. 
•    Execute PC refresh strategy.  He will organize desktop and notebook hardware refresh activity for end users and execute these refreshes in accordance with pre-determined timeline.  
•    This requires coordinating and scheduling the refresh work activity to meet end user availability and following established procedures for hardware device refresh to include configuration of standard desktops/notebooks and peripherals. 
•    Process and deliver upon client service request for Installs, Moves, Adds, Changes, & Deletes. 
•    He will execute these service request types in accordance with established service delivery response targets.  
•    This requires scheduling the work associated with the request in conjunction with other business priorities and client availability for service delivery.
•    Participate in key software and hardware deployment projects. 
•    He will work as part of broader technology initiatives and implementations sponsored by other areas of Enterprise Services, playing a service deployment role for those major implementations.  
•    Manage and maintain On Site Support procedures and operational documentation.  

Interested applicants please send your resumes at dazad@deangroup.ca


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