IT Desktop Support Technician II

We're looking for a proactive and customer-centric IT Desktop Support Technician II to join our dynamic IT team.

Maple Leaf to Jamaica; Join Our Canadian-Inspired Team!

WHO WE ARE:

Welcome to ContactPoint 360, the world’s fastest-growing global BPO. At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together. With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines. Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work.

At ContactPoint 360 Inc., we deeply understand the meaning of family and values. As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace. Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.

We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.

JOB TITLE: IT Desktop Support Technician II

REPORTS TO: Information Technology Manager

CORE RESPONSIBILITIES:

• Organize, set up, and configure equipment, including desktops/laptops, desk-phones, printers, copiers, and scanners, resolving related issues.
• Execute moves, adds, and changes with workstations, managing network and system access for employees.
• Provide support for Microsoft 365 services such as Teams, SharePoint, and OneDrive.
• Conduct root cause analysis, implement preventive measures, and troubleshoot issues related to Microsoft 365 applications.
• Onboard new users, ensuring seamless IT resource setup, and conduct training sessions for effective resource utilization.
• Monitor the ticketing system, offering level-1 & 2 technical support to resolve software installations, PC hardware problems, printer malfunctions, and other IT issues.
• Manage user accounts and access requests for various Software as a Service (SaaS) applications and Microsoft Active Directory, ensuring data security.
• Maintain updated documentation of IT assets & inventory, incorporating configuration and quantity changes.
• Act as an escalation point for complex technical issues, providing level-2 support to resolve advanced problems beyond the scope of level-1 technicians.
• Collaborate with vendors and third-party service providers to facilitate the resolution of hardware and software issues, ensuring timely and effective solutions.
• Assist in the planning and execution of IT projects, including system upgrades, migrations, and deployments, contributing valuable insights and technical expertise.
• Conduct regular system performance monitoring, identifying and addressing potential bottlenecks or inefficiencies to optimize overall desktop and network performance.
• Collaborate with security and compliance team to implement and enforce security measures, including antivirus updates, and adherence to security policies.
• Contribute to the development of desktop support documentation, including standard operating procedures (SOPs), knowledge base articles, and troubleshooting guides.
• Perform advanced troubleshooting and diagnostic procedures for hardware, software, and network issues, demonstrating a high level of technical proficiency.
• Assist in the evaluation and testing of new technologies, recommending innovative solutions to enhance the overall efficiency and functionality of the IT environment.
• Perform related work, with duties outlined as illustrations of various tasks; omission of specific statements doesn't exclude similar or related work assignments.
• REQUIREMENTS/QUALIFICATIONS:
• High School Diploma/School Leaving Certificate; Associate’s Degree in IT or equivalent.
• Three or more CSEC/GCE subjects; NVQ-J Certificates.
• Two (2) to three (3) years’ experience in Information Technology or providing technical support.
• Relevant industry IT certifications (e.g., CompTIA A+, Network+ C) are a plus.
• In-depth knowledge of desktop operating systems (Window 7,8,10 and 11 a must. Window Servers 2008-19), hardware, and software.
• Excellent oral and written communication skills in English.
• Ability to work independently and in a team environment and effectively prioritize and manage multiple tasks.
• Good documentation skills and keenness to maintain & update knowledge base.
• Basic networking knowledge related to IP addressing, ethernet, cabling and remote desktop tools.

KEY COMPETENCIES:

• Exceptional customer service orientation.
• Outstanding aptitude for learning and adaptability
• Enthusiastic passion for technology.
• Superior analytical and problem-solving skills.
• Strong emphasis on family and team collaboration.
• Commitment to moral integrity and honesty.
• Keen attention to detail.
• Flexibility in accommodating varied working schedules.
• Exceptional team player.
• Steadfast commitment to moral integrity and honesty.
• Ability to perform effectively in high-pressure situations.

SPECIAL CONDITIONS OF EMPLOYMENT: 

Be able to work extended hours and or Participate in on-call rotations to provide after-hours support for critical issues and ensure continuous availability of IT services.
Be able to work onsite at our Jamaica office.