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Careers

Technical Support Specialist – Software Deployment

Role: 

Responsible for providing second level technical assistance within the assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end technical issues. Support and train Field Service Technicians within assigned region. Provide on-site troubleshooting and resolution of desktop problems. Responsible for advising and providing consultation, installation, training and technical assistance to the end-user community

Responsibilities and Duties:

  • Provide responsive, timely support to all escalated end-user questions and support requests from Field Service Technicians, within the assigned region
  • Act as the primary third point of contact for desktop and laptop support and troubleshooting for the client company. Perform complex problem determination and resolution identifying hardware and software problems
  • Install, configure and upgrade operating systems and software, using standard business and administrative packages
  • Install, assemble and configure computers, monitors, network infrastructure and peripherals such as printers, scanners, and related hardware. Pull cables and rewire or direct the rewiring of cables as required for new installations and office reconfiguration.
  • Troubleshoot problems with computer systems, including hardware and software issues, emails, network and peripheral equipment problems, etc. Make repairs and corrections where required.
  • Ensure all incidents are properly logged, triaged, routed escalated and closed in accordance with pre-determined service levels and incident management processes.
  • Perform trend analysis to highlight re-occurring incidents within the computing environment and work with the regional team to take corrective action
  • Assist with training staff in use of standard business and administrative software, including work processing spreadsheets, ad database management, providing instruction or written documentation where required
  • Make hardware and software acquisition recommendations.
  • Communicate changes, fixes and processes to the user community.
  • Assist with the planning design, research and acquisition of new or upgraded hardware and software systems. Review and evaluate new desktop technology.
  • Ensure that client’s technology requirements and physical set-up and configuration of desktop hardware, software and local and network printers are accurately determined, documented and satisfied.
  • On occasion, may be requested on short notice to travel to customer’s sites within assigned region to resolve desktop issues.
  • Document desktop issues and problem resolutions undertaken 
  • Establish and maintain problem reporting and maintain technical documentation
  • Escalate any outstanding and unresolved issues to the attention of Director, IT Technical Services and VP, Professional Services within prescribed time requirements as per service contracts
  • Assist in the development and maintenance of user training manuals and programs
  • Acquire and maintain current knowledge of all hardware and software technologies in use across the client company in order to provide technically accurate solutions to users.
  • Run and modify scripts
  • Install specific settings and features.
  • Support server requirements support VB based and operating systems
  • Reduce user downtime by providing new equipment or upgrades during slow periods or during off hours.
  • Help to evaluate and test new hardware and software for effectiveness
  • Help to develop standards and policies for service level agreements. Ensure all help desk activities are adhered to as per service level agreements.

Requirements:

  • College or University graduate of Computer Science, or Computer Studies program or equivalent experience.
  • 2-3 years of related Technical Support experience
  • Working and advanced operating knowledge of IT hardware/equipment installation, testing and support
  • Must possess strong customer service attitude and interpersonal skills
  • Detail oriented with strong organizational skills
  • Ability, willingness and availability to work rotating shifts to support client company users with 24/7 service

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    What our staff say

    I started my second career with BFG after my kids were full grown and independent.

    They have seen my potential and encouraged me to develop it by trusting me with increasing responsibility and letting me take on and own tasks and manage a team.

    BFG has provided me with growth and advancement and offers you a friendly work environment with supportive and approachable management. I am proud to be working for a highly successful Canadian company which provides a diverse and inclusive culture with awesome team members!

    Nicole Filipcic

    End User Services Coordinator

    BFG Enterprise Services

    I joined BFG as a second level technician in 2014. Throughout my tenure with BFG, I have been provided opportunities to grow and take on new roles including becoming a technical lead and shortly after promoted to Group Field Leader which has allowed me to take on additional responsibilities and further develop my management skills.

    I now lead a diverse team operating within a collaborative and friendly environment. The team works hard every day towards a common goal: ensuring that operations run smoothly.

    Mansour Hafshijani

    Field Group Leader EUS Services

    BFG Enterprise Services

    I would start by thank you for giving me the opportunity to work in such a great company my journey started on the 2 of February 2015 with BFG and since then I’m living a dream with a great management always backing the employees and listening to their needs.

    They gave me the opportunity to advance in my career and putting effort to help me fulfil my duties.

    I can just be thankful and I look forward to continue on this successful path.

    Redouane Mramer

    Field Group Lead Distribution Services

    BFG Enterprise Services

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