Our System Service Division has played a critical role in delivering delivers database and middle tier software installation , upgrade and support services to both internal and external clients. In addition, we provide technical architecture and project management services to technically focused projects such as ERP system upgrades and platform/data center migrations to our clients across the globe. We are proud to be one of four Oracle Certified Advantage Partners in North America and Europe.
Responding to calls and providing accurate responses and installing, maintaining and troubleshooting hardware, software or peripherals at the desktop, network or server level.
The potential candidate must have experience in the following:
Providing new staff with system orientation as well as contributing to processing and procedural documentation, developing Frequently Asked Questions (FAQ's) to assist users, the installation of applications on new desktops and following asset management practices to track inventory of hardware and software.
Installation, maintenance and troubleshooting of desktop computers, laptops and printer hardware and associated software.
Providing remote support for external desktop computer and laptop connections, wireless and broadband.
Experience in analyzing problems, developing and simplifying procedures, explaining complex tasks and ideas in an easy to understand manner, and finding innovative, cost-effective solutions.
Job Duties may include:
Adding new functionality, documenting functionality and changes
Responding to 1st level support calls and providing accurate responses
Opening and closing of trouble tickets
Participating in the maintenance of a knowledge base of problems and solutions
Interfacing with end users on support issues in a professional manner and respond to user demands in a specified time period
Providing 2nd level technical support
Providing systems administration duties such as creating and maintaining network accounts, performing basic security back-ups
Escalating more complex problems to senior support personnel to expedite resolution
Assisting with the automation of desktop computer build processes and packaging applications
Troubleshooting and resolving network problems
Resolving advanced application support issues
Serving as a user support liaison between vendors, information systems technicians, and end-user departments
Providing business systems, network and Internet support to users in response to identified difficulties
Diagnosing root cause of software or hardware problems
Identifying, researching, and resolving complex technical problems
Documenting technical changes, upgrades, etc.
Responding to client inquiries concerning systems operations and diagnosing system hardware and software issues
Current version of Windows Operating System (XP, Windows 7)
Current Version of Microsoft Office (Office 2007, 2010)
Microsoft Networking, Active Directory, and the Internet, VPN technology
- Certificate, diploma, or degree in computer science or other relevant field from a recognized post-secondary institution is required
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