Service Desk Technician L2

Thales • Ottawa, ON

1d • CA$70,000 - CA$80,000 • Onsite

About The Position

We have a current vacancy for a Service Desk Technician L2 to join our Team in Ottawa, ON. The main purpose of this position is to provide exceptional user service for technology related issues in support a growing number of users. This position requires the candidate to: • Maintain responsibility for accurately managing, troubleshooting and performing computer related support processes, ensuring that IS/IT provided tools and systems run smoothly • Support remote and office-based end users from Thales office locations, provide a high level of customer service at all times. • Work with a team of technicians in providing user service for technology related issues with a “Here to help” mentality, while sharing knowledge and providing feedback to support continuous improvements in supported services and processes • Have the knowledge to support today’s IT standard environments and ensure the company's computing environment is stable and performing optimally. • Maintain the Thales end-user working environments, that include: Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals. • Proficiently use of a ticketing system (specifically ServiceNow), to log all calls/walkups/IM’s or any other contact with end users that require their time and support. • Provide a high level of customer service at all times. • Be available to travel to other site locations when required.

Requirements

• Proficiency in both written and spoken English and French, with fluency in professional contexts
• Bachelor’s Degree in Information Technology with a minimum of 1 to 4+ years of relevant experience, or an equivalent combination of education and experience.
• Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
• Formal Windows class-room training and certifications in Microsoft technologies with a basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
• PC hardware troubleshooting and repair skills required
• Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP, VPN, and remote access tools.
• Proficient with Windows Win10/11 operating systems and Microsoft Office
• A minimum of 1-2 years’ experience using ServiceNow ticketing system.
• Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
• Ability to balance priorities and work alone or with team with minimal supervision.
• Good organization and project management skills with attention to details
• Good verbal and written communication skills with the ability to document solutions and train other staff
• Ability to travel to office and data center locations for on-site support, as needed.
• A minimum of 1-2 years of service desk operation experience in Windows technologies.
• The ability to perform general Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required
• Ability to read, analyze, and interpret technical procedures, or governmental regulations furnished in written, oral, diagram, or schedule form
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from clients, customers, and the general public
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Must be eligible or able to obtain authorization for access including eligibility to the Canadian Controlled Goods Program and able to obtain a Canadian NATO Secret clearance.

Nice To Haves

• Experience working in an agile operations model.
• Experience working in a Microsoft 365 work environment (MS Teams, SharePoint, Exchange Online)
• One Microsoft desktop certification such as MCSE, MCSA, MTA highly desired
• ITIL certification
• Certifications in Windows and Linux system management

Responsibilities

• Maintain responsibility for accurately managing, troubleshooting and performing computer related support processes, ensuring that IS/IT provided tools and systems run smoothly
• Support remote and office-based end users from Thales office locations, provide a high level of customer service at all times.
• Work with a team of technicians in providing user service for technology related issues with a “Here to help” mentality, while sharing knowledge and providing feedback to support continuous improvements in supported services and processes
• Have the knowledge to support today’s IT standard environments and ensure the company's computing environment is stable and performing optimally.
• Maintain the Thales end-user working environments, that include: Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals.
• Proficiently use of a ticketing system (specifically ServiceNow), to log all calls/walkups/IM’s or any other contact with end users that require their time and support.
• Provide a high level of customer service at all times.
• Be available to travel to other site locations when required.
• Operate as first and second level support to end-users running workstations and laptops.
• Be proactive in managing the customer computing experience.
• Execute plans, implement standard procedures, and follow complicated instructions.
• Analyze root cause problems and execute corrective action for consistently reliable computing experiences for our users.
• Coordinate with other IT teams and computer specialists to resolve technical problems.
• Consistently create, maintain, and follow detailed logging and reporting procedures via the ticketing system.
• Document their work, execute and maintain security standards, and handle asset management software tools.
• Take incoming calls during standard business hours and be in rotation for the on-call after-hours.
• Document all end-user interactions in ticketing system, providing detailed information and escalating when appropriate.
• Closely monitor queue for incoming tickets and route or escalate requests to appropriate functional teams as needed.
• Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software
• Contribute to maintaining the technician and end user knowledge base and participate in required training and improvement programs.
• Interact with external vendors hired by the IT department.
• Maintain a clean and organized IT workspace, following Lean processes implemented onsite.

Benefits

• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Program and Well-Being program.
• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.
• Company paid holidays, vacation days, and paid sick leave.
• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.
• Employee Discounts on home, auto, and gym membership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level