Jnr. IT Technician

Primary duties and responsibilities:

NanoSense, one of our partner companies, is looking for an IT Technician that will be responsible for installing, maintaining and repairing hardware & software components. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Required Qualifications:

• College diploma or degree in the field of Information Technology
• CompTIA A+ Core 1 and Core 2
• CompTIA Network+
• CompTIA Security + (Security Specialist)
• CompTIA Linux + (LPIC1)

Experience and Knowledge:

• 1-2 years’ work experience in an IT Technician environment.
• Knowledge of computer hardware, desktop, and server operating systems.
• Experience in the below would be a beneficial:
• Microsoft 365 and Power Platform
• Microsoft Azure (provisioning and license management)
• Microsoft SQL Server (SSMS, SSIS)
• Microsoft Dynamics (customer service hub, basic knowledge of architecture components, setup, and configuration)
• Domain and Web Hosting
• Familiarity with the fundamental principles of ITIL.

Key Responsibilities:

• Installing, maintaining, repairing, and replacing security cameras, computer networks, and other video analytics equipment using AI and IOT.
• Monitoring the operation of video analytics for security equipment for malfunctions or other problems.
• Operating the system that monitors the video analytics modification.
• Coordinating with law enforcement agencies and other security personnel when crimes are committed.
• Provide first contact support of incoming requests.
• Build relationships with customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable team member, when required.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software, hardware and networks used and supported by the organization.
• Test fixes to ensure an incident has been adequately resolved.
• Perform post-resolution follow-ups with team and customers, as required.

Competencies: 

• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making.
• Deductive Reasoning: The ability to apply general rules to specific problems to produce answers that make sense.
• Inductive Reasoning: The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Systems analysis: Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Complex problem solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Systems evaluation: Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the systems.
• Selective Attention: The ability to concentrate on a task over a period of time without being distracted.
• Attention to detail: The ability to notice slight deviations between two data/ information sources.