L2 IT Technician

As an L2 IT Support Technician specializing in end-user support, you will play a crucial role in ensuring the smooth functioning of IT services for both onsite and remote users. Your responsibilities will involve troubleshooting hardware and software issues, provide technical assistance, and maintain a seamless IT experience for all end users.

At INNIO, we offer you:

- An innovative and international connected working environment

- Flexible working model and structure

- Comprehensive benefits package

- Tuition reimbursement

- Company matched RRSP program

- Onsite gym facility

- An upbeat atmosphere with a collaborative cross-functional team

Key Responsibilities:

- Provide hands-on support for end-users at the physical location, addressing hardware and software-related issues promptly.

- Install, configure, and maintain workstations, laptops, printers, and other end-user devices.

Remote End User Support:

- Offer remote assistance to offsite users, troubleshooting software problems, connectivity issues, and providing technical guidance.

- 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.

- Reproduce, diagnose and resolve technical problems encountered by users.

- Provide advice and training to users in response to identified difficulties.

- Provide business systems, network and Internet support to users in response to identified difficulties.

- Collect, organize and maintain a problems and solutions log for use by other technical support analysts.

- Participate in the redesign of applications and other software.

- May supervise other technical support workers in this group.

- Utilize remote support tools to diagnose and resolve issues efficiently.

Technical Troubleshooting:

- Diagnose and resolve hardware and software problems, ensuring minimal downtime for end users.

- Collaborate with other IT teams to escalate and address complex technical issues.

Software Installation and Updates:

- Install, upgrade, and configure software applications on end-user devices.

- Ensure that all software is up-to-date and compatible with the organization's standards.

User Training and Communication:

- Conduct training sessions for end-users to enhance their technical skills and knowledge.

- Communicate IT policies, procedures, and updates to end-users in a clear and concise manner.

Documentation Control:

- Maintain accurate records of end-user support requests, troubleshooting steps, and resolutions.

- Contribute to the knowledge base to facilitate efficient issue resolution.

- Collaboration with Remote Teams:

- Collaborate with remote IT teams to coordinate support efforts and ensure consistent service levels for all end users.

- Contribute insights and feedback to improve remote support processes.

Qualifications:

- Associate degree or equivalent in Information Technology, Computer Science, or a related field.

- Proven experience in providing end-user support in both onsite and remote environments.

- Proficiency in diagnosing and resolving hardware and software issues on various platforms.

- Familiarity with remote support tools and technologies.

- Strong interpersonal and communication skills.