Information Technology Desktop Support

Sky Systems, Inc. (SkySys); Ottawa; On-site; CAD 45,000 - 65,000; Full time

Job summary

Sky Systems, Inc. (SkySys) in Ottawa is seeking a hands-on IT Infrastructure Field Support Technician to diagnose and fix hardware, software, and OS issues at client sites.

You will perform smart hands at desktops, printers, and networking gear, and ensure PC security and compliance. The role requires strong communication and problem-solving skills, 3+ years of field experience, and the ability to work independently with flexible schedules.

Qualifications

• 3+ years IT infrastructure field support experience.
• Troubleshoot hardware, software, and OS with minimal customer impact.
• Desktop, printer, and peripheral hardware repair experience.
• Basic LAN/WAN knowledge; VPN, DNS, DHCP, RDP familiarity.
• Desk-side support and PC break/fix; Windows, Mac, Linux admin.
• Networking hardware and peripherals smart hands capability.
• Experience with ticketing tools (ServiceNow, Remedy).
• Strong written and verbal communication; ability to meet deadlines.
• Associate degree in Electronics; CompTIA A+; vendor certifications.

Responsibilities

• Provide field IT support at client sites and resolve hardware/software/OS issues.
• Perform smart hands tasks for desktops, printers, and networking gear.
• Maintain security/compliance and document resolutions for end users.
• Coordinate with clients and vendors to address complex problems.
• Document actions and manage tickets to closure.

Skills

Desktop support

PC hardware

Windows OS

MAC/Linux

TCP/IP

DNS

VPN

RDP

ServiceNow

Remedy

Problem management

Communication

Teamwork

Flexible schedule

Education

Associate Degree in Electronics

CompTIA A+ Certification

Tools

ServiceNow

Remedy

Job description

Job Requirements:

Technical

• Minimum 3 years of strong experience providing IT Infrastructure field support which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting/violating the hardware warranty or customer security compliance requirements.

• Experience in installing, technical troubleshooting and fixing desktops, printers, laptop, and other computer peripherals hardware problems as well as desktop applications.
• Basic knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart hand activity under instruction-based activities at sites.
• Ability to lift / move computer equipment weighing up to 50 lbs.
• Expert in desk-side support and PC break/fix including basic administration of Windows O/S and MAC/Linux OS (preferred).
• Usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.
• Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under 'Smart Hands' capability.

• Ability to troubleshoot issues with systems and networks using good deductive reasoning skills and troubleshooting & resolving issues related to end user network cabling.

• Experienced in repeat call analysis and developing preventive actions
• Experienced in Problem management
• Excellent written and oral communications skills with clients and management as well as people skills.
• Ability to work with deadlines and complete tasks on time. Takes proactive ownership and works with sense of urgency
• Preferably with an Associate Degree in Electronics and CompTIA A+ Certification.
• May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, Client)
• Experience of ticketing tools (ServiceNow / Remedy etc.),

Non-Technical

• Good in oral and written communication
• Able to interact and work with customers at different levels.
• Driven and result oriented.
• Passionate about the work
• Ability to work independently or as part of a team
• Ability to complete tasks effectively with minimal supervision
• Must be available to work flexible work schedules