Technical Support Technician II - End user support

DCM Infotech Limited; United States; Remote; CAD 55,000 - 75,000; Full time

Job summary

DCM Infotech Limited seeks a Technical Support Technician II focused on end-user support, working remotely within EST hours. This long-term contract role requires 5+ years of hands-on experience and strong communication skills to effectively assist users across time zones.

You will handle incident management, perform hardware and software troubleshooting, image/setup devices, and collaborate with telephony and network teams to resolve issues efficiently.

Qualifications

• High school diploma is required.
• 5+ years of related experience in end-user IT support.
• Excellent communication and organizational skills.
• Ability to perform under pressure.

Responsibilities

• Provide first and second level incident response to end-users across multiple time zones.
• Troubleshoot end-user hardware and software and image/setup devices.
• Coordinate with telephony vendors for POTS and call center issues.
• Escalate to appropriate teams for unresolved or recurring incidents.
• Maintain IT asset inventory and assist in IT inventory control.

Skills

End-user support

Hardware troubleshooting

Software troubleshooting

Incident management

Communication skills

Education

High school diploma

Tools

Meraki

Call Center tools

Job description

Technical Support Technician II - End user support

Location: Remote(EST)

Duration: Long Term Contract

The Technical Support Technician II is responsible for IT technical support incident and problem management. This responsibility spans four time zones supporting branch operating hour of 8:30 – 5:30 EST

Note: We are looking for someone who has experience in End user support not in systems or windows administration.

MAJOR DUTIES/RESPONSIBILITIES:

1. Provides first and second level incident and problem response to Company end-users for:

• Triage and assessment of end-user incident
• Create and track IT incident ticket.

End-user compute.

• Hardware and software troubleshooting.
• Setup, Image and ship End-user computer hardware.
• Next Tier Escalation point from IT resources for incident and problem tickets.
• Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis.

Corporate telephony.

• POTs, Call Center, Branch and corporate Telephony.
• Initial assessment and troubleshooting to resolve the incident.
• Escalation to Telephony vendor if incident cannot be resolved through local methods.
• Next Tier Escalation point from IT resources for incident and problem tickets.
• Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Telecom Engineer and/or Architect for incidents that cannot be resolved at this level.

Network - Meraki(Must have)

• Initial assessment and troubleshooting to resolve the incident.
• Next Tier Escalation point from IT resources for incident and problem tickets.
• Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.

Data Center- Services, Servers, VDI

• Initial assessment and troubleshooting to resolve the incident.
• Next Tier Escalation point from IT resources for incident and problem tickets.
• Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.
• Initial assessment and troubleshooting to resolve the incident.
• Next Tier Escalation point from IT resources for incident and problem tickets.
• Assess Escalations and determine next level Escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.

2. Follow-up

• Excellent communication skills to provide closure to tickets that are completed or update end user and management chain on problems that are still in process to resolution.
• Corporate Communication reporting companywide outages and updates.

3.Teamwork:

• Provides support to Peers and Technical Support Technician Level I.

4.Knowledge Transfer:

• Provides “On the Job” training by improving competency of Technical Support Technician Level I.

5. Project Activity:

• Resource to project activities as needed.

6. IT Inventory Control

7. Actively Participates in IT assets location and ownership.

Required QUALIFICATIONS

High school diploma

5+ years of related experience

Effective communication and organization skills

Ability to work under pressure

Working knowledge of IT technology.

PREFERRED/DESIRED QUALIFICATIONS

A+ , Network+, Cisco, MS Certifications.