IT Operations Analyst

Objectives of the Position

This position provides first and second level support by resolving technical problems related to computer software, hardware and peripherals. This position is also responsible for installing and maintaining inventory of new computers, peripherals and software. International Support Technicians are also tasked with low-end support for both Network Services and Business Systems as required.

Preferred candidate profile

1) First point of contact for all IT related service calls via phone and / or help desk queue.

2) Log, resolve, escalate and follow-up incidents and problems using Help Desk software.

3) Provide maintenance, troubleshooting, upgrades, installations and training in the areas of computer software, hardware, peripherals and printers.

4) Identify problem areas and recommend solutions.

5) Maintain and upgrade skills through courses, seminars and self-study.

6) Work on assigned projects with the IT Service Desk team.

7) Provide, when necessary, out-of-hours on call support, as part of a rotation defined by the Operations Supervisor or designate.

8) Ability to travel to Local and International Locations

Educational Qualifications

1) Post Secondary Diploma or Certificate related to IT

2) 5+ years' experience with Windows operating systems, Office products, Desktop / Laptop hardware, and peripheral equipment's

3) A+ certification preferred or have equivalent knowledge to effectively troubleshoot computer hardware issues to resolution.

Specific Expertise

1) Detailed knowledge of Windows operating system and Intel based computers.

2) Working knowledge of all applications in the MS Office Suite

3) 1 year Help Desk Tier 2 experience

4) Basic knowledge of networking as it related to client connectivity

5) Other duties as assigned

Competencies Required for Effective Performance

1) English Language Strong Written and Conversational

2) Working knowledge of all applications in MS Office Suite and other standard desktop applications.

3) Detailed knowledge of Intel PCs running Windows OS.

4) Understanding of local and wide area networking concepts.

5) Working knowledge of remote communication methods and notebooks.

6) Customer focused.

7) Ability to work well in a team atmosphere

8) Good organizational and time management skills.

9) Excellent interpersonal and communication skills.

10) Must be able to work with little supervision

11) Support directives of the Infrastructure group

12) Ensure software and hardware standards are kept

13 Communicate effectively to IT management regarding regional issues and provide monthly status updates

14) Other duties as assigned