Senior IT Client Support Technician
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Key skills for this role
About the Role
Sunoco LP (formerly Parkland Corporation) seeks a Senior IT Client Support Technician to provide hands-on technical support onsite and remotely. You will handle complex IT issues, mentor junior technicians, and assist with IT projects.
Key Skills for This Role
Responsibilities
- Provide local and remote assistance to end users – laptop, desktop, mobile devices and other technology as required
- Tier 2 support of enterprise clients (desktops and laptops) and client application systems
- Lead or assist with scheduling and planning of yearly refreshing of equipment
- Oversee the lifecycle of IT assets, including procurement, inventory audits, repairs, and secure disposal
- Mentor junior team members
- Document issues and resolutions within the enterprise ticket tracking system and/or knowledge base
- Assist with maintaining corporate client standards and standardized processes
- Configure and deploy new workstations, printers, and software; provide onsite support for client printer configurations
- Maintain current documentation on end user computing applications and computer asset inventory
- Create Standard Operating Procedures (SOPs) and knowledge base articles for both end users and junior technicians
- Perform business analyst duties when requests move past standard break fix or into non standard solutions
- Participate in on call rotation on a routine basis
Requirements
- Minimum 4 5 years work experience in a technical support or endpoint management role
- Post secondary education in information technology or minimum 4 years of demonstrated IT support experience
- Advanced troubleshooting knowledge related to PC hardware, operating systems, network and VPN solutions, AD and Microsoft Products
- Demonstrated experience mentoring junior staff, leading small technical projects, providing white glove support for executive leadership
- Familiar with Apple and Android environments for phones and tablets
- Ability to manage workload, resolving issues and keeping tickets up to date
- Exceptional professionalism and customer service when engaging with users and vendors
- Must enjoy assisting customers through issues on the telephone as well as in person
- Hold a valid passport and driver's license; able to travel domestically and potentially internationally
- Ability to lift 50 lbs occasionally
Full Job Posting
About Sunoco LP
- Sunoco LP is a leading energy infrastructure and fuel distribution master limited partnership operating across 32 countries and territories.
- The Partnership's midstream operations include approximately 14,000 miles of pipeline and over 160 terminals.
Responsibilities
- Provides local and remote assistance to end users – laptop, desktop, mobile devices and other technology as required.
- Tier 2 support of enterprise clients (desktops and laptops) and client application systems.
- Leading or assisting with the scheduling and planning of yearly refreshing of the equipment.
- Overseeing the lifecycle of IT assets, including procurement, inventory audits, repairs, and secure disposal.
- Mentorship of junior team members.
- Documents issues and resolutions within the enterprise ticket tracking system and/or knowledge base.
- Assists with maintaining corporate client standards and standardized processes.
- Configures and deploys new workstations, printers, and software.
- Maintains current documentation on end user computing applications and computer asset inventory.
- Creates Standard Operating Procedures (SOPs) and knowledge base articles.
- Performs business analyst duties when requests move past standard break fix or into non standard solutions.
- Will be included in the rotations for on call on a routine basis.
Requirements
- Minimum 4 5 years work experience in a technical support or endpoint management role.
- Post secondary education in information technology or minimum 4 years of demonstrated IT support experience.
- Advanced troubleshooting knowledge related to PC hardware, operating systems, network and VPN solutions, AD and Microsoft Products.
- Demonstrated experience mentoring junior staff, leading small technical projects, providing white glove support for executive leadership.
- Familiar with Apple and Android environments for phones and tablets.
- Can resolve complex problems related to client software and configurations.
- Ability to manage workload, resolving issues and keeping tickets up to date.
- Exceptional professionalism and customer service when engaging with users and vendors.
- Must enjoy assisting customers through issues on the telephone as well as in person.
- Hold a valid passport and driver's license; able to travel both domestically and potentially internationally.
- Lifting 50 lbs occasionally.
- Five days in office.
Preferred Qualifications
- CompTIA A+ or HDI Desktop Support Technician designation desirable.
- Microsoft certification(s) would be an asset.
- ITIL 4 Foundations is preferred.
- Meeting room A/V experience is an asset.
- Mobility support experience is an asset.
- MS Team experience would be an asset.
- Experience using ServiceNow or a similar tool for incident, request and change management.
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