WSP wishes to be a leader in the quality of IT service offered to its employees by providing them a varied but unified support structure consisting of a remote service desk, a self-service portal, and an on-site support team whose main mission is to respond to IT needs directly in the workplace. As an On-Site Support Technician, you will be an empathetic problem-solver on the frontlines of WSP’s business, enabling our employees with direct IT support.

Responsibilities:

• Independently manage, prioritize and respond to IT incidents and requests, at your assigned office and during regular visits to offices in the region where you are located.
• Manage and maintain an independent and regular travel schedule for offices in the assigned region.
• Train employees on best practices in regard to standard office software, audio/video, printers, Wi-Fi, docking stations, networking, etc.
• Work together as needed with escalation teams to resolve priority employee needs.
• Identify and document recurring problems, make recommendations for corrective measures, and participate in the prescribed implementation or communication plans.
• Collaborate with specialized support teams (server, network, security, etc.) to ensure the resolution of complex incidents and the maintenance of infrastructure equipment.
• Develop collaborative relationships with office managers to better understand their IT challenges and work with your IT leader to address these needs as effectively as possible.
• Participate in office deployment, relocation, and renovation projects.
• Monitor, report and contribute to the resolution of problems related to shared IT services (audio/video, printers, Wi-Fi, cabling, docking stations, networking, etc.).
• Troubleshoot, prepare, or replace computer workstations as needed.
• Maintain the inventory of IT assets in the CMDB rigorously.
• Remotely resolve IT incidents from assigned offices if not scheduled to be on-site.
• Participate in computer performance testing, reporting, and documentation.
• Contribute to the documentation of IT incident resolution process improvement.
• Participate in the development of long-term strategies and planning for the future needs of IT services.
• Other tasks as assigned.

Required Qualifications: 

• 2 to 5 years of experience as a level 2 support technician
• HS Diploma or GED
• A very strong desire to serve and help others.
• A patient and empathetic listener
• A problem-solver who owns employee resolution, even when working with others.
• A marked interest and a great curiosity towards information technologies.
• Able to communicate clearly, both orally and in writing.
• Independently manage priorities and employee expectations.

.

Preferred: 

• Degree or certificate in computer science or other computer-related discipline.
• A , Network Plus or Help Desk Institute certification.
• Proficiency in Microsoft Office 365 and common office tools/software.
• Familiarity with Engineering applications such as Bentley, Autodesk, or ESRI.
• Proficiency with ticketing software such as ServiceNow and associated ITIL processes.

#LI-JB3