Technical Services Specialist

Technical Services Specialist

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City / Ville Vancouver
Province British Columbia [BC]
Title / Titre Technical Services Specialist
Job ID 11866
Position Overview / Vue d'ensemble du poste Our client has a fulltime position for a Technical Services Support Specialist in Vancouver.
Responsibilities / Responsabilités Provide direct support to the Help Desk team in resolving incoming issues/requests from lawyers & staff. This involves working closely with all Technical Services team members, locally & nationally
. . Complete ownership of escalated incident/calls from our clients - end to end, with follow-up
. . Management of local hardware, placement, inventory, needs
. . Provide support to Infrastructure Services team members for any locally installed networking/infrastructures equipment and services
. . Participate as an IT resource for monthly maintenance, for any local specific tasks that cannot be handled remotely
. . Responsible for Tier 2 (second level) hardware and application/software assistance to the staff and lawyers

Primary focus for this position is to oversee deskside support for local offices, as well a s provide remote deskside support to other offices when the local deskside team member is away or needs assistance

Secondary focus for this position is to provide support to the Infrastructure Services team members from a "hands & bird's eye view" - meaning, if they cannot resolve an issue remotely they will engage you to assist them while they work on the issues/tasks
. . Participate in After-Hours Rotation schedule
. . This position is responsible for updating and/or tracking all support calls that have been escalated to Deskside support into the technology support database (currently referred to as TrackIt). All logged calls are to be updated to reflect the resolution to the problem(s) and closed when an issue has been resolved;
. . Escalation of calls to groups/team members outside of the Technical Services team, which includes follow up with both the owner of the escalated call and the end user for reporting resolutions and/or updates on pending fix. Ensuring updates are entered into the ticketing system;
. . Boardroom support - preparation and tear down of technology (e.g., client presentations, eDiscovery, client war rooms, etc.)
. . Client assistance for HotSpot (wireless connection) services
. . Loaner pool management (offered firm-wide with pick-up/drop-off at any site), this includes, but is not limited to laptops, blackberries, etc.
. . Management of Blackberry inventory, which includes assignment, activation, documenting inventory, troubleshooting, invoice review, etc.
. . End user account management (working with our User Account Manager in the Practice Support Group) which will involve communication and backup assistance for the creation, maintenance and termination of user accounts);

Job Type / Type d'emploi Full-Time / Temps plein
Date Added / Date ajoutée 2/1/2012