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Senior Support Technician
- Work as part of a Help Desk Services team
- Work on escalated help desk tickets from other Anchor Employees
- Perform onsite troubleshooting through diagnostic techniques and pertinent questions
- Record events and problems and their resolution in Anchors ConnectWise tools
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by end-users to Anchor's Corporate Account Managers
- Support Clients' Servers, Networks, and Cloud solutions
- Install and configure appropriate software and functions according to specifications
- Liaise with line of business programs and applications support and escalation
Computer and Technology Knowledge
- Windows
- Word processing software
- Internet
- Database software
- Hardware
- Device drivers
- Networking software
- Networking hardware
- Intranet
- Servers
- Applications - desktop
- Spreadsheet software
- Office Suites
- Mail server software
- Electronic mailing software
- Electronic scheduling software
- Communication software
- Project management software
Essential Skills
- Reading text
- Oral communication
- Working with others
- Problem solving
- Decision making
- Critical thinking
- Job task planning and organizing
- Finding information
- Computer use
- Continuous learning
Transportation/Travel Information
- Own vehicle
- Willing to travel
- Valid driver's licence
- Travel expenses paid by employer
Credentials (certificates, licences, memberships, courses, etc.)
- A+ Certification
- Microsoft Certified Systems Engineer (MCSE)
Specific Skills
- Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
Work Setting
- Consulting firm
- Help desk
Work Conditions and Physical Capabilities
- Fast-paced environment
- Work under pressure
- Tight deadlines
- Manual dexterity
- Attention to detail
- Sitting
- Combination of sitting, standing, walking
- Bending, crouching, kneeling
Security and Safety
- Criminal record check (abstract)
Own Tools/Equipment
- Internet access
- Cellular phone
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