Technical Support Analyst

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Oxford’s commitment to customer service forms the foundation for everything we do. Invested in delivering service excellence, Oxford offers a dynamic and collaborative team environment with several growth opportunities. We are committed to delivering exceptional service in every interaction, every day.

Scope:

This position is responsible for first and second level end user support of the Oxford Desktop and server applications. This includes (but not limited to) Windows operating systems, MS Office (Word, Excel, Powerpoint etc.), Outlook, printers etc. Data center as well as the Local and Wide area networks. This position requires direct interfacing with all end users across the company as well as external companies as it relates to the service and support of hardware and software.

Please note: This position requires the incumbent to work rotating shifts from 8AM - 8PM.

Responsibilities:

Responsibilities:
_ Provide first and second level support to the Oxford End User Community, Help Desk staff and other areas of the IT department. Interface with end users to resolve hardware and/or software technical problems related to the Microsoft and Intel products, LAN/WAN environment and midrange computers
_ Follow up with end users when necessary to ensure that their desktop and application problems have been resolved.
_ Escalate to 3rd level support
_ Image user PC's and laptops as required
_ Monitor record and ensure that proper backups are successfully completed for all systems.
_ Install approved hardware and software
_ Maintain status/updates of issues
_ Assist management as required on any security incidents activities

Other duties as required

Qualifications:

_ University Degree in Computer Science preferred, or College Diploma in technical studies
_ At least 3-5 years of work experience supporting/deploying Microsoft server and desktop products. LAN/WAN and Citrix support across a geographically distributed environment.
_ Microsoft certifications (i.e. MCSE), Exchange support
_ Ongoing education in Wintel technologies
_Windows 7 administration (Image Deployment, troubleshooting issues)
_Microsoft Office 2010 administration
_Working knowledge and experience with Citrix Xenapp 5
_Experience with Active Directory account creation.
_Understanding of Active directory group policy.
_Data backup, preferably with Commvault.
_Network LAN patching and cable management.
_ Bilingual in French an asset

Working Conditions:

_Participate in department shift rotation and after hours technical on-call responsibilities as required.
_There is also a requirement to work after hours or on weekends at times as requested by management. Although management will attempt to give as much notice as possible, this may not be possible at all times (i.e. outages, issue resolutions, critical security upgrades etc.)
_This position will be required to work different shifts as defined by management. These shifts could change from time to time as business requirements change.












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