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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
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