While in the role, you would need to identify, troubleshoot, and resolve user issues on a variety of devices – workstations, laptops, smartphones, and other peripherals. You will also configure devices, manage inventory, perform maintenance tasks, and update documentation.
You’ll have hands-on experience working with Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more
Responsibilities:
• Process service tickets and assign them to appropriate service resources, as necessary.
• Maintain service ticket ownership throughout the life of the support incident.
• Escalate high-profile issues to the Service Desk Manager for appropriate handling and routing.
• React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager/Field Services Manager.
• Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location.
• Install, configure, and diagnose client workstations and equipment.
• Conduct on-site problem determination and analysis.
• Provide advice and technical guidance to end-users and technical resources as the situation warrants.
• Go on-site to support customers or projects that can’t be performed remotely as well as routine maintenance.
• Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
• Document in detail the activities carried out as well as the technical information collected.
• Maintenance of the internal network cabling and cross-connects. Executing changes as required.
• Maintenance of network printer devices.
• Assist with account management activities.
• Responsible for the use of the site ticketing system to record all problems, incidents and changes. Ensuring accurate resolution notes for each ticket.
• Identify and escalate production critical issues to the appropriate groups.
• Perform data backup and recovery at a user level, as required.
• Comply with internal controls and policies as applicable.
• Responsible for on-call/as-needed support for remote locations.
• This position requires some overtime/on-call hours and carrying a mobile phone.
Requirements:
• Fully Bilingual (Written and Spoken) in English/French
• 3-5 years’ experience in a technical support role.
• Relevant Degree/Diploma or equivalent.
• Proven problem-solving and analytical skills.
• Must have access to a vehicle with a valid driver’s license.
• Excellent attention to detail.
• Ability to document processes and accept feedback.
• Strong ability to work within a team environment.
• Excellent communicator and personable.
• Some knowledge of database technologies and assets.
• Ability to make sound judgment calls and escalate to senior resources when needed.
• Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
• Hands-on experience with troubleshooting, replacing, and configuring hardware, including PCs, mobile devices, servers, and other networking equipment.
• Strong knowledge of all Endpoint OS – Windows Operating Systems, macOS, iOS.
• Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, Adobe Creative Suite, etc.).
• Experience with using Endpoint management solutions such as JAMF, SCCM, MBAM, etc.