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Senior Desktop Technician, office and manufacturing

Posted in

Please note that this posting is not being placed by a recruiter but by the hiring manager.

In a Montreal Pharmaceutical company. There are currently 2 positions open, one as team lead (technicians), the second as senior technician. Very competitive compensation package.

Job Description

To carry out fault resolution and deskside support on internal IT estate and mentor junior members of the Desktop Support Team.

Key Responsibilities/Objectives

- Perform desktop fault identification, repair, installation and or configuration in a accurate and timely manner.
- Own all delegated tasks and follow through to a successful outcome and a first time fix within the service level targets. Where this cannot be met, escalate to allow a solution within the agreed time.
- In collaboration with Networking, Collaborative Technologies and Application teams, provide technical expertise to solve server, Network and/or desktop related issues.
- Assist other groups such as Networking, Collaborative Technologies and Application teams in installing, configuring and supporting network devices. (servers, switches, etc).
- Troubleshoot proprietary applications (3rd party and in-house) in manufacturing environment
- Bring issues / potential issues to the attention of the team leader or senior staff.
- Be accountable for all service parts and units, and for warranty returns within the time limits allowed.
- Acknowledge own skill limitations and escalate when support required.
- Complete all required helpdesk workflows.
- Maintain good communication with company staff whilst problems are under resolution, appreciating they may be working to tight deadlines
- Resolve issues in a responsible, cost-effective/time-effective way.
- Honour all commitments and promises made and follow up further action needed.
- Adhere to all departmental and internal procedures.

Background, Skills and Experience

- At least 3 years experience of desktop and server support.
- Proven knowledge and experience of industry standard hardware, such as, Compaq, HP, IBM, Toshiba, Dell, Mac
- Proven knowledge of industry standard printer products, both networked and standalone. Includes barcode/label and other specialized printing solutions
- Good working knowledge of standard software packages (Office, OpenOffice, Lotus Notes) and the ability to resolve technical problems on MS, Linux, and Mac platforms
- Good information research skills, understanding of how to research faults and find fixes from sources such as newsgroups and vendor knowledge bases.
- Excellent knowledge of VB Scripting for the automation of Active Directory user and computer administration is desirable. Knowledge of other scripting languages also desirable (python, perl)
- Excellent knowledge of Microsoft Remote Installation Server for building and deployment of desktop images and remote deployment of application images
- Very good knowledge of underlying networking mechanisms in order to effectively troubleshoot proprietary network applications in manufacturing environment
- Building desktop operating system and application images for remote deployment (Windows, Linux)
- Familiarity with Open Source technologies
- Knowledge of at least one Network Operating System (administration level or above)
- Knowledge of thin-client hardware and software/protocols
- Willingness to undertake training for further vendor accreditations as business needs change.
- Good customer handling and excellent written and spoken communications skills in both English and French.
- Ability to deliver spot-training to users
- Ability to work as part of a team

Education

Minimum DEC + 5 years experience in similar position or Bachelors degree with 3 years experience in similar position

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