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The person in this position provides front-line and escalation technical support for service requests and for computer or technology incidents reported by users or identified by Anchors monitoring and alerting tools. The incumbent suggests, where possible, appropriate solutions or patches, or forwards requests or incidents to another technician within the Anchor team.
Computer and Technology Knowledge
- Windows
- Internet
- MAC
- Hardware
- Device drivers
- Networking software
- Networking hardware
- Networking security
- Servers
- Applications - desktop
- Security software
- Office Suites
- Communication software
- Project management software
Essential Skills
- Reading text
- Oral communication
- Working with others
- Problem solving
- Decision making
- Job task planning and organizing
- 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
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
Work Setting
- Consulting firm
- Computer systems unit
- Help desk
- Computer hardware or software retailer/wholesaler
Work Conditions and Physical Capabilities
- Fast-paced environment
- Work under pressure
- Attention to detail
- 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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