Desktop Support Engineer/ Remote Support

Job Responsibility:

As a Tier 1 Desktop Support Analyst, you are responsible for monitoring, evaluating and managing support requests / ticketing process. Also, you are responsible for configuring, monitoring, maintaining and troubleshooting secure computer environments with business continuity, while utilizing and enforcing best practices and standards.

Responsibilities

Manage and maintain customer's OpenText ECM environment

Answer initial email technical support requests or calls - perform entitlement

Perform initial system diagnostics

Perform problem isolation and troubleshooting analysis in related to Windows Desktop environment

Create the support ticket and pass detail information to Tier 2 support team

On-call during off hours for priority 1 and 2 severity issue

Assist and participate in work around solution or fixes development.

Supporting other members of the Locus System Support Team to perform operations and maintenances.

Perform on-going customer follow up and notifications based on duration of each case

Update ticketing systems and monitor services level targets

Providing weekly status updates to the Locus Systems Support Manager

Write and maintain systems, infrastructure, procedural and process documentation

Provide technical assistance by responding to inquiries from others regarding errors, problems, or questions about software, hardware, systems and infrastructure

Interact with customers regarding system support needs

Use established methodologies and documented procedures to perform assigned tasks and keep work / lab / data center environments clean, secure and well-maintained

Recommend and evaluate new and more effective approaches to system support, including procedural changes, future hardware / software needs and tools to enhance productivity

Provide support after hours to meet scheduled maintenance window and during critical production issues

Certification / Education:

~ Bachelor's Degree in Computer Sciences or related field

Experience

• 3+ years of experience on systems support
• Experience in commercial enterprise software and system
• MS Windows installation and administration skills
• Knowledge (optional, will be an asset): OpenText Content Server, Enterprise ConnectGood knowledge on Virtual Machine (VM)
• Excellent written and verbal communication skills
• Demonstrate excellent in organization skills and time management
• Excellent customer services skills
• Excellent inter-personal skills
• Positive and professional attitude

Note: This is intended to provide a general overview of the position. Other duties may be assigned as needed.

Job Type: ContractContract length: 12 months

Salary: $40.00 per hour

Expected hours: No more than 40 per week

Schedule:

Monday to Friday

On call

Experience

systems support: 3 years (required)

OpenText ECM: 1 year (preferred)

Work Location: Remote

Expected start date: 2024-01-08