Technical Support Administrator
Apollo Health and Beauty Care - Toronto, ON

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The successful candidate will be responsible for providing first call resolution, assigning, closing and following up on tickets, building and maintaining Desktop and Laptop systems and ensuring they are secure and stable. You will provide guidance and advice to users on troubleshooting problems, implementing best practices and policies as they relate to applications and operating systems. Providing desktop and hands-on technical assistance to all business personnel across multiple sites with the ability to travel locally as required in the GTA.
Proactively review and adapt evolving technologies to realize potential benefits, identifying, evaluating, recommending, and implementing system solutions or improvement opportunities
Demonstrated sense of initiative and urgency, with keen attention to detail
Developing end user reports in user-friendly language including but not limited to:
i) Recording, tracking, and documenting help desk requests/problem- solving process through the help desk database
ii) Develop help sheets and frequently asked questions lists for end users
Researching a wide-range of computing issues including but not limited to:
i) Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Facilitating the administration of asset tagging and management; RF handheld (Windows Mobile); Blackberry devices (all versions); GPS tracking devices; Ecommerce order processing; printer and toner management
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
An Undergraduate degree in Computing Science, Information Systems or related field
A minimum of two (2) years related experience or an equivalent combination of education and experience, including IT systems support
Demonstrated experience with Windows 2000/XP/2003 desktop and operating systems, MS Office 2000/2003, Blackberry Handhelds, and Windows Mobile
Working knowledge of various computer diagnostic utilities and experience with MAC computers an asset
Excellent oral communication and written communication skills to create clear and concise documentation and effectively field incoming help requests from end users by telephone and/or email.
Must be current on computer software and hardware with a focus on MS Windows server technologies, enterprise databases and reporting
Valid driver’s license and reliable vehicle required
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills to facilitate problem solving activities
Ability to absorb and retain information quickly with demonstrated initiative to learn and continuously improve
Proven analytical and problem-solving skills with demonstrated ability to effectively prioritize and execute tasks in a high pressure environment
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation with experience working in a team-oriented, collaborative environment


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