L2 Tech Support/Helpdesk

Onsite
Nightshift
Ecommerce, Libis, QC

Primary Responsibilities For Admin IT
Serve as the first contact with customers who need technical assistance.
Remotely assist users with desktop, server, printer, and other connected device troubleshooting.
Perform troubleshooting and issue resolution for shared resource access, hardware and software configurations.
Perform OS and other software and firmware updates and patch management.
First level identification and escalation of major incidents using the approved IT escalation processes.
Document all work performed through a support ticketing system and effectively track and route incidents to the appropriate teams within IT.
Perform network administration functions, user account permissions, Active Directory changes.
Follow up with clients to ensure resolution is complete and satisfactory.

Other Responsibilities
Assist in creating knowledgebase articles, checklists and FAQs.
Willingness to learn industry specific and proprietary management systems.

Required Skills & Experience
Knowledge of Windows desktop and server operating systems.
Knowledge of 0365, Active Directory and Exchange.
Familiarity supporting (not engineering) TCP/IP, cables, IP phones, workstation connectivity, printer connectivity, and Active Directory administration.
Preferred familiarity with hospitality platforms such as Property Management Systems (PMS); Point of Sale (POS); Revenue Management; key card systems, Building Management, HotSOS, Saflok, InnComm etc
Strong customer service and problem-solving skills including the ability to provide diligent, prompt, and courteous responses to users' questions or issues.