Tier 2 End User Support

  • Location: Langley, British Columbia
  • Type: Contract
  • Job #2931
  • Responsible for resolving Tier 1 and Tier 2 issues such as end user support (300+user base) via phone (30 calls/day) and email , remote desktop assistance, resolving trouble tickets (25-30/day) email configuration, anti-virus support and troubleshooting devices such as desktops, laptops and tablets.Installing and configuring computer hardware, software, systems, networks, printers and scanners
  • Serve as first point of contact for clients seeking technical assistance over the phone or via our ticketing system.
  • Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps, escalating problems to second level, tracking status of tickets and resolutions.
  • Ability to create and update technical and end user documentation
  • Monitoring and maintaining computer systems and networks
  • Responding in a timely manner to service issues and requests
  • Setting up accounts for new users
  • Repairing and replacing equipment as necessary
  • Provides second-tier support to users' applications or hardware issues.
  • Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Tier 1-2 technical support services to internal and external stakeholders, analyze problems and escalate issues when necessary.
  • Triage support issues – resolve directly or coordinate resolution with other members of the technology team.
  • Track and communicate progress on issues being resolved.
  • Update and coordinate the internal help desk knowledge base and FAQ.
  • Produce monthly reports on help desk statistics.
  • Meet service level expectations in response time and quality of service.
  • Installation of computer hardware and software on the client workstations.
  • Identify, propose, and implement opportunities for support process improvements.
  • Product research and recommendation for computer hardware and software.
  • Document and developing support materials including walk-throughs.
  • Train non-technical employees in the use of technology.

NOTE: This opportunity is with a Microserve client. If you are chosen as the incumbent for this engagement, you will be required to work on client site. 

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