Full Time Permanent


Posted 2 years ago
Brampton, ON
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Job Description

Technology Support Services Technician/ Field Services Technician

The Technology Support Services Technician shall act as a primary user contact to provide centralized logging and issue resolution of all day to day problems and service requests. Responsible for the administration of the Service Desk application. He/She is responsible for user communication regarding status of problems reported, service requests and service interruptions for everything related to end user supports and desktops

Key Responsibilities:

  • Provide first level technical support of existing information systems locally and remotely. This will include the ability to travel to remote locations if required.
  • Responsible for technology software and hardware troubleshooting and support including equipment installations, relocations, repairs, pro-active maintenance and tasks as required. This includes contacting appropriate service personnel and follow-up as required. Update tickets and troubleshoots hardware and/or software with suppliers as required.
  • Advice, instruct and train staff on the proper operation of hardware and software.
  • Maintain and update technical support and its related processes documentation
  • Special project work, as requested by the management
  • Recognize and escalate all priority issues with potential to exceed established service levels to the Manager
  • Administer Service Desk application and ensure integrity of user, log and inventory data
  • Manage service calls, create, escalate and troubleshoot appropriately based on priority and business impact.
  • Develop and ensure sustainability of processes and procedures for the physical inventory and database of all hardware, software, equipment and parts.
  • Responsible for Asset Management and Inventory Management
  • Responsible for problem management and documentation.
  • Other duties as assigned by management

Skilled Knowledge Requirements


  • Good understanding of the Laboratory operations and company (data and voice) infrastructure
  • Strong knowledge of Windows based systems
  • Good knowledge of basic data processing principles, standard office applications
  • Basic knowledge of Local Area Network and Wide Area networks.
  • Good understanding of IT infrastructure
  • Knowledge of ITIL best practices is an asset
  • Post-Secondary Education
  • Diploma in computer Science or equivalent certification/degree required
  • Bilingualism (English and French) is a plus
  • 3-5 years of related experience
  • A+ and Network+ certification a plus
  • MCSE and CCNA certification a plus

Technical Skills:

  • Excellent troubleshooting skills
  • Require good knowledge of basic data processing principles and standard office applications
  • Good knowledge of Local Area Network and Wide Area networks
  • Strong understanding of LIS report and print routines
  • Ability to work in a fast paced and rapidly changing environment with solid organizational, multi-tasking capability and prioritization skills
  • Strong understanding of technology and how it works.

Social Process Skills

  • Ability to work on their own.
  • Ability to think on their own feet and do problem analysis
  • Ability to handle conflict and conflict resolution
  • Ability to facilitate process buy-in from staff
  • Ability to find innovative solutions by interacting with other team members
  • Ability to manage the occasional stress that comes with coordinating multiple high priority problem resolution and service demands
  • Strong verbal and written communications skills