Technical Lead (Support & Operations)

HCLTech; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading technology support service provider in Toronto is looking for an IT Support Specialist to provide customer-facing end-user support. Responsibilities include installing and configuring hardware and software, managing the ticket queue, and offering technical assistance. The ideal candidate will ensure a positive user experience, adhere to quality standards, and provide on-call support as necessary. This is an excellent opportunity for someone skilled in troubleshooting and customer service.

Responsibilities

• Provide on-call support as needed outside business hours.
• Install and configure desktops, laptops, and mobile devices for end-users.
• Manage ticket queue and ensure timely resolution within service level agreements.

Job description

Responsibilities

• Provide customer facing end-user support that includes:
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform onsite updates, Configuration changes, or Software installations
• Provide onsite technical assistance to End Users.
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis

Tasks

1. To provide support for on call escalations and doing root cause analysis of given issue
2. To independently resolve tickets within agreed SLA of ticket volume and time
3. To adhere to quality standards, regulatory requirements and company policies
4. Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases