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Form of workOpen Systems Technologies is a national provider of smart staffing solutions, providing contract staffing, permanent placements and executive searches in the following skill areas:
- Technology
- Finance, Accounting, and Operations
- Government Services
- Legal
- Global Services
Established in New York in 1990, Open Systems Technologies is one of the largest, privately held, staffing companies in the world. We have experienced organic growth over the past 25 years and currently employ over 1,500 consultants in 16 domestic and international markets. Through our brands of Open Systems, OST Financial, OST Legal, OST Government Services, and OST Global we strive for continued expansion and excellence in the staffing industry. With the Global Services division, starting Jan-2012, Open Systems has expanded into the ITO & BPO Projects/Solutions business.
An Advanced Help Desk technician acts as a secondary response for escalated issues that require technical support. Provides support via telephone, written correspondence, and electronic media for more complex technical issues and diagnoses problems through discussion with users. This role may work on a Help Desk system or problem management database. The role may provide technical training, coaching and mentoring to other technicians. This role may also act as a substantial technical resource on certain products or applications. The role works independently with limited supervision.
Key Accountabilities:
- Support Windows 7; Peregrine tickets; HP Service Manager
- Respond quickly and effectively to escalated 2nd level technical issues in accordance with call centre procedures
- Audit records of daily data communication transactions, problems and remedial actions taken, or installation activities and follow-up accordingly with second level support, as required
- Conduct 2nd level computer diagnostics to investigate problems and escalate, if required
- May assist in the development of training materials and procedures for helpdesk team
- May provide consultation to end users in the proper use of hardware or software
- May train helpdesk staff and internal employees on technology requirements for new systems or application modifications
- Provide support for all end user hardware and software including the operating systems, office applications, various custom applications, printers, etc.
- Provide timely resolution of system/application problems as dispatched by the Help Desk through problem determination, ownership, root cause, problem logging and follow through to completion
Knowledge and Experience:
- Certification, college degree or BA in Technology, Computer Science or equivalent training
- 3-6 years experience in computer customer service
- 3-6 years in a call center environment
- Hands-on experience in the troubleshooting and break/fix of applications and/or hardware
- MCP (Microsoft Certified Professional) - would be an asset
- MCSA (Microsoft Certified Systems Administrator) - would be an asset
Skills and Competencies:
- Knowledge and experience on call center management system
- Knowledge of Windows XP/VISTA/2000 and LAN/WAN environment
- Familiarity with MS Office Suite, Blackberry, and MS Outlook
- Advanced knowledge of industry standard hardware/software
- Hands-on experience in troubleshooting and break/fix of applications and/or hardware
- Ability to read, comprehend and update specialized technical documentation, as required
- Ability to perform light manual labor, i.e. lifting monitors or PC's
- Excellent verbal communication skills and documentation skills
- Ability to handle multiple concurrent calls / tasks in a fast paced environment
- May have occasional evening and/or weekend work; rotating on-call after hours support
Attributes:
- Analytical, detailed oriented,
- Advanced problem solving skills
- Customer service orientation
- Strong interpersonal skills
- Ability to work independently
- Organized, able to prioritize and strong time management
- Team player
All your information will be kept confidential according to EEO guidelines.
