Remote Infrastructure Technician

Summary

Join Telesat, a leading global satellite operator, in providing technical leadership and specialist expertise for the operation of the Corporate Servicedesk.

Responsibilities

• Field incoming help requests from end-users via both telephone and e-mail in a courteous manner
• Build rapport and elicit problem details from help desk customers
• Identify, diagnose, and resolve level one problems for users of the software and hardware
• Respond to more complex issues (second line support) escalated by the first line support-using problem-solving skills and analysis
• Escalate priority support issues to senior staff and/ or corporate technology groups
• Collect and document all relevant information prior to escalation to allow senior staff to operate efficiently
• Document, track, and monitor problems to ensure timely resolution
• Assist in tracking helpdesk calls pertaining to application, networking, and systems problems and issues
• Promote a high level of customer satisfaction through proper telephone techniques
• Correct application issues, solve network and security problems and identify common PC software and hardware problems
• Provide hardware support for end-user equipment, such as installing replacement hardware or upgrading hardware
• Support Software/Hardware on equipment such as Scanners, Copiers, Printers, Monitors and other peripherals
• Assign username, password and access permissions for multiple proprietary applications