Technical Support Specialist III

The Technical Support Specialist III is a technical skilled level focused position that requires an individual to work both independently and collaboratively as part of a team and deliver exceptional customer service. As a member of the Service Desk and Desktop Support team, the Technical Support Specialist III will provide service to a variety of stakeholders providing telephone or in-person support and act as a subject matter expert within a variety of disciplinary areas within Information Services (IS).

The successful candidate will report into the Manager, Service Desk and Desktop Support. The Technical Support Specialist III will operate, support and maintain a variety of client computing equipment (e.g. PCs, laptops and printing devices), software and services for the Osler community and ensures end-user satisfaction by responding to requests for technical services in a timely and efficient manner.

Accountabilities:

• Tracks, records, categorizes and logs service requests using a central ticket management solution
• Takes ownership of escalated incidents, requests and problems from technical support specialists I and II levels
• Liaison with the subject matter expert’s level support for advanced and specific troubleshooting to resolve issues and follows up with ticket owners to ensure resolution in a timely manner
• Analyze and identifies common issues that can be defined for problem management and require further investigation for resolution
• Provides subject matter expertise on specific technologies, services and processes
• Acts as an escalation point for technical support specialists I and II levels and assists with advanced support requests
• Acts as the third level support for all IS-related requests such as but not limited to end-user devices, applications and infrastructure (e.g. network, telecom, specialized applications) for IS service and support
• Assists subject matter experts on entry-level support tasks related to enhancing a skill set towards networking, telecommunications, storage, specialized applications, etc.
• Actively looks for opportunities to improve levels of service, recognizing the needs and expectations of the customers
• Leverages available tools such as but not limited to SCCM, RDP, knowledge base and other sources of documentation to resolve incidents and requests in an efficient and effective manner via telephone or in person
• Configure and deploy technical solutions to program specific areas or organizationally wide
• Provides knowledge transfer and mentoring other team members when required
• Supports the technical support specialists I and II levels in day-to-day operational activities and acting as a resource in enabling transfer of knowledge to foster a skill building environment
• Creates and maintains training material to be utilized for future support reference
• Identifies areas of improvements by analyzing gaps in processes for support
• Maintains information recorded into a knowledge database platforms used as a reference tool