The End User Support Level II role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person or, remote access hands-on help at the desktop level.
Responsibilities
Strategy & Planning
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
Acquisition & Deployment
• Assist in software releases and roll-outs according to Change Management best practices.
Operational Management
• Assisting in providing Level I Support when request volumes are high.
• Act as an escalation point for advanced or difficult help requests.
• Build rapport with service desk customers.
• Escalate problems (when required) to the Service Desk Manager/exp infrastructure services/exp Network Services
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Support Software/ Internet/Intranet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform preventative maintenance at the end user level
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups with Level I Technicians as required.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
Position Requirements
• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• Knowledge of advanced computer hardware, including PC's and servers.
• Experience with desktop and server operating systems.
• Extensive application support experience with various Microsoft software products.
• Working knowledge of a range of diagnostic utilities.
• Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• Preference is given to candidates with strong language skills in both French and English.
Personal Attributes
• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
Work Conditions
• 40-hour on-site work week.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
If you are interested in applying, please visit our career page: www.exp.com/en/openings.
Teng & Associates, which has now joined exp U.S. Services, is a leader in providing professional, technical and strategic services to the world's built and natural environments in these practice areas: Buildings, Energy, Industrial, Earth & Environment and Infrastructure.
With a heritage dating back to 1906, exp provides clients with easy access to our highly experienced and creative professionals, whether locally or globally. With more than 125 offices and 3,500 employees around the world, we provide global capability from a local presence. We've successfully delivered on projects in over 120 countries. Whether the project is big or small, clients have access to our global capability platform from our local office network to ensure the right people provide the right solution. For more information about exp, please visit www.exp.com.