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IT Support Engineer

Wren Kitchens

This is a Full-time position in Wilkes-Barre, PA posted July 17, 2021.

You will be part of the front face of IT within the business to provide IT support and technical expertise to your customer over the phone, email and face to face all whilst maintaining high levels of communication. You will be required to support desktop/laptop systems, mobile devices, trouble shoot printing devices, network connectivity problems, entry level server issues and handheld RFID devices,  cell phones, 3D systems and many more. You will explain technical matters to non-technical members of the Wren team and work within a team, supporting team goals as well as commit to supporting business goals covering offices and retail. You’ll also be flexible as part of the role, as is key in a fast-paced environment and support the team and business out of hours where necessary.

Main responsibilities: 

  • Record all incidents/requests in the ITSM database and respond to these within agreed Operational Level Agreements.
  • Correct prioritization and categorization of incidents and requests.
  • Provide full hardware lifecycle service.
  • Develop and maintain Ms Windows images via WDS/MDT. Driver and BIOS management for various platforms.
  • Application of incident and problem matching to restore service quickly by applying known error workarounds.
  • Ability to install, deploy and full setup Desktop, Laptop, Cell, Printers, Handheld devices, IP phones etc.
  • Aid in diagnosing the cause of the incident through a structured process of investigation, coordinating both internal and external support teams as necessary and apply corrective solutions.
  • Provide full incident closure details including root cause analysis.
  • Drive Hardware IT projects.
  • Assume ownership of assigned incidents providing clear communication and notification as required to the business and other service disciplines. 
  • Contribute to the service knowledge bases (CMDB, KEDB) and provide knowledge transfer to colleagues and other support teams as required.
  • Provide proactive maintenance steps for company desktop environment.
  • Assist with software distribution.
The role will involve supporting the office and retail areas of our business, as such you would be working on a rotating 7 day basis.

Job Requirements:

Who are we looking for?

  • 1 year Desktop Support and/or Service desk experience
  • Technical knowledge and experience with Microsoft Windows 10 and Apple Operating systems including deployment, file management, patch management. 
  • Understanding of network basics, TCP/IP, DHCP, DNS etc.
  • Broad understanding of information systems and hardware.
  • Knowledge and experience with Ms Active Directory.
  • Ability to co-ordinate unsupervised, the support activities of internal and external support providers.
  • Highly focussed on providing service with exemplary communication skills.
  • An analytical, trouble-shooting mindset, with a problem-solving personality. 
  • Take responsibility and ownership of all incidents and requests.
  • Ability to work outside of the area covered by current knowledge.