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Support Analyst

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Job Order #: 5720769

NOC: 2282
Employer Name:
Anchor Managed Solutions Ltd.
Posted Date:
05-Dec-2019
Location:
NORTH BATTLEFORD
 
# of Positions:
1
Employment Terms:
Full Time
Education:
Technical/Applied Science Certificate
Experience:
1-2 Years
Apply By:
31-Jan-2020
How to Apply?:
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Application Information

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Employer Name:
Anchor Managed Solutions Ltd.
Contact Name:
Pat Kolysher
Contact Phone:
3062420095
Contact Email:
pat@anchorms.com
Employer Website:
www.anchorms.com


Description

Work Duties:
- Be a part of Anchor Managed Solutions' award winning service team!
- Learn alongside some of Saskatchewan's well refined technical services people
- Serve as the first point of contact for customers seeking technical assistance
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Escalate unresolved issues to the next level of support personnel (Warm Handoff)
- Provide accurate information on Anchor's IT products and services
- Record events and problems and their resolution in ConnectWise
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements for procedures
- Set up workstations with computers and necessary peripheral devices (routers, printers etc.)
- Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality
- Install and configure appropriate software and functions according to specifications
- Develop and maintain local networks in ways that optimize performance
- Ensure security and privacy of networks and computer systems
- Walk the customer through the problem-solving process
- Provide orientation and guidance to users on how to operate new software and computer equipment
- Organize and schedule upgrades and maintenance without deterring others from completing their work
- Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
- Maintain records/logs of repairs and fixes and maintenance schedule
- Identify computer or network equipment shortages and place orders

 

Skills and Abilities

Computer and Technology Knowledge
 - Windows
 - Internet
 - Hardware
 - Device drivers
 - Networking hardware
 - Networking security
 - Servers
 - Applications - desktop
 - Applications - enterprise
 - Security software
 - Office Suites
 - Communication software
 - Project management software
Essential Skills
 - Reading text
 - Oral communication
 - Working with others
 - Problem solving
 - Decision making
 - Critical thinking
 - Finding information
 - Computer use
 - Continuous learning
Transportation/Travel Information
 - Own vehicle
 - Valid driver's licence
Credentials (certificates, licences, memberships, courses, etc.)
 - A+ Certification
Specific Skills
 - Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
 - Consult user guides, technical manuals and other documents to research and implement solutions
 - Provide advice and training to users in response to identified difficulties
 - Collect, organize and maintain a problems and solutions log for use by other technical support analysts
Work Setting
 - Consulting firm
 - Help desk
 - Computer hardware or software retailer/wholesaler
Work Conditions and Physical Capabilities
 - Fast-paced environment
 - Work under pressure
 - Attention to detail
 - Sitting
 - Combination of sitting, standing, walking
Security and Safety
 - Basic security clearance
Own Tools/Equipment
 - Computer
 - Printer
 - Internet access
 - Cellular phone

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