Information Technology Support Technician

JOB Description:HCLTech is seeking a Senior Technology Support Technician – to support IT operations, application and telecommunication systems and services used internally . This is a fulltime position, responsible for the key IT remote and onsite support functions including first and second level troubleshooting as well the development and maintenance of knowledge content and reporting and data analytics activities. This position may involve varied rotational shifts (including evenings and weekends). RESPONSIBILITIES:Act as first point of contact for all Employee Technology Support issues for employees and contractorsTake ownership of support requests from beginning to successful completion.Provide high quality employee technology support to the user community in a PC and MAC environment.Maintain a high degree of customer serviceFacilitate the maintenance of computer systems, software applications, telephony, mobile devices, and network infrastructure.Coordinate and implement hardware upgrades and replacements as required.Log all IT support activity in the ServiceNow ticketing system.Keep accurate records and inventories of corporate assets (i.e. desktops, laptops, mobile devices, etc.).Ensure compliance with, and implementation of Corporate IT Standards.Liaison with ITS, Hardware / Software vendors, and Procurement.Communicate solutions and ideas with local team and IT staff at other locations.Provide reporting in support of the Employee Technology support team and IT Services.Participate in call volumes reduction initiatives through the analytics of service calls, system events, and call handling data.Cultivate opportunities for self-serve capabilities based on intimate understanding of reported issuesAbility to work with all level of usersMay be required to work at other locations as directed.Participate in rotating after-hours on-call scheduleEXPERIENCE & EDUCATION:Bachelor's degree or Diploma in business or technology preferred.Excellent interpersonal skills including demonstrated customer service and relationship building capabilities.Excellent communications skillsProfessional certifications and training including ITIL V3 and Project management are desirableFamiliarity with Compliance Standards (PCI, SSAE 16)QUALIFICATIONS:3 Years+ of IT Experience including working in employee technology supportMust be confident and comfortable supporting senior level executives and their assistantsKnowledge of Microsoft and Apple desktop operating systems (managing, configuring, upgrading and troubleshooting)Knowledge of desktops (PCs and Macs) (managing, configuring and troubleshooting)Knowledge of mobile devices such as phone and tablets (managing, configuring and troubleshooting)Experience with IT Service Management Tools such as HP Service Center, ServiceNow, BMC Remedy, CA Service Operations ManagementExperience providing hands-on and remote end user support.Working knowledge and experience with documentation, data & reporting tools including Excel, AccessMinimum MCP certification, MCSA or MCTS preferred.ITIL certification is an asset.CompTIA A+ certification is an asset.In addition to technical troubleshooting skills the candidate must possess excellent oral / written communication and analytical skills as well as strong organizational abilitiesNetwork troubleshooting skills are an asset.Fluent bilingualism (English / French) both verbally and in written communication is a significant asset