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Job Description:
AVIDA is seeking an experienced Technical Support Analyst to provide outstanding remote telephone and on-line support to our clients. As a Technical Support Analyst, you’ll be responsible for creating, resolving, managing and delegating service support ticket requests ensuring optimal performance and uptime of our network. Additionally, you’ll be expected to configure and test hardware and software for our technology solutions. As the Technical Support Analyst, you’ll report to the Director of the Services and Support department and are accountable to internal and external stakeholders. You must be a highly organized, detail oriented individual who is independent, accountable and committed to providing a highly professional customer experience. In addition, you’re a critical thinker with the experience, ability, and attitude to successfully manage AVIDA’s helpdesk in support of our global client base.

Key Responsibilities
  • Provide remote telephone and on-line helpdesk support
  • Manage service ticket requests including but not limited to assigning new tickets, troubleshooting and resolving issues, analyzing trends and proactively identifying solutions
  • Monitoring network performance and pro-actively addressing issues ensuring optimal performance and uptime
  • Troubleshoot, diagnose and repair hardware/software – media players (windows, android, linux), networking peripherals (modems, routers, switches, AP’s), HDMI extenders, digital signage, tablets, CMS, remote connection, etc.
  • Develop, document and communicate client service processes and procedures
  • Collaborate with field services team to troubleshoot and resolve issues efficiently
  • Work closely with the support partners to ensure all digital assists are functioning as they should
  • Internal support – Account Managers, Field Service
  • External support – Clients, Vendors and Suppliers
  • Manage data and accounts on CMS platforms, remote management tools and helpdesk
  • Conduct player functionality audits and coordinate RMA’s
  • Provide regular weekly reporting and ticket status updates
  • Create KB’s, documentation and tutorials
  • Model Avida’s core values during all interactions with colleagues, clients and vendors

Education/Skills/Experience Requirements:
  • University or College Degree in Computer Sciences or relevant IT program
  • 3+ years of experience in a related role
  • Problem solving and troubleshooting skills
  • Cisco CCNA
  • Security+® Certification / CompTIA A+ / MCP
  • CRM and helpdesk ticket systems proficiency – NetHelpDesk, JIRA, ConnectWise
  • Tier 1 helpdesk support experience – must be professional and courteous with the ability to proactively address support tickets in a timely manner
  • CRM and helpdesk ticket systems proficiency – NetHelpDesk, JIRA, ConnectWise
  • Operating systems - Windows OS(XP, 7, 8, 10), OS X, Android and Linux, Windows Server
  • Imaging and custom configuration of media players
  • Fundamentals of networking - TCP/IP, subnetting, DNS, LAN, WAN, WLAN configuration
  • Familiar with FTP and VPN technologies
  • Remote access and monitoring platforms
  • Hardware repair – troubleshooting, diagnostics, and repair
  • Excellent in verbal and written communication of service ticket logs
  • Ability to quickly and independently learn new software and hardware
  • Excellent time management and organizational skills with ability to manage multiple concurrent complex tasks and projects while identifying priorities
  • Strong analytical thinker who enjoys problem solving and troubleshooting
  • Thrive in a high-pressure, fast paced environment with changing priorities
  • Passion for technology
  • Have a passion for creating and delivering great experiences
  • Detail and goal oriented
  • Hard working and punctual
  • Strong work ethic and committed to the AVIDA’s vision
  • Must be flexible with schedule as position requires some evenings and weekends
  • Excellent written and verbal communication skills – English
  • French is an asset, but not a requirement
  • Ability to lift up to 50 lbs.
Work Hours:
  • As agreed to with Management from 9:00 am – 5:00 pm
  • On call every weekend and every evening from 5:00pm – 12am

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