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Desktop Engineer III-6853-1
Montreal, QCPay Range: ($30/hr- $32.60/hr T4)
POSITION SUMMARY:
Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals. Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents. Ability to provide excellent customer services and fluently communicate with executives, at client headquarters. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.
POSITION DUTIES AND RESPONSIBILITIES:
Top Skills Required:
Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. This includes the following activities: - Strong troubleshooting experience with Windows 10, Office 365 (Outlook, Word, Excel, PowerPoint) suite of apps.
- Knowledge of M365 suite of apps, like OneDrive, OneNote, Teams, Planner, etc.
- Need exceptional knowledge in MS technology and at least 4 years of exp.
- Azure Portal experience; Azure Active Directory, Licensing, Reporting.
Job Description:
- Previous experience supporting and troubleshooting macOS MacBook workstations.
- Previous experience with Audio/Video & Boardroom issues.
- Previous knowledge and experience with WebEx.
- VIP White Glove Support; troubleshooting VIP user issues quickly, with excellent customer service.
- Xerox Printer Support experience; Xerox Console Management.
- Networking & Cabling experience.
- Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.
- Managing returns on warranted parts and systems
- Packaging and shipping replacement parts to customers
- Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers - May lead the development of information technology and infrastructure projects
- Installing, supporting and troubleshooting approved desktop software
- Performing planned maintenance, moves, adds and changes
- Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)
- Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
- Creating and maintaining images for standard systems
- Recommends hardware and software solutions, including new acquisitions and upgrades
- Demonstrates good judgment in selecting methods and techniques for obtaining solutions
- Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
- Troubleshooting and resolving intermediate LAN connectivity incidents
- Ability to work on call after hours as required Communicate effectively with multiple customers and co-workers. This includes the following activities: - Consulting with the Service Desk on support calls
- Ability to fluently communicate with executives
- Able to communicate highly technical information to both technical and non-technical personnel
- Providing Case status updates to management and end-users
- Providing phone support and diagnostics to remote customers
- Participating in training programs designed to educate customers about basic and specialized applications
- Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support - Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction
- Analyzes problem trends and develops ideas to achieve problem resolution
TEAM LEAD RESPONSIBILITIES (if applicable):
- Ability to fill in as acting Team Lead when necessary
QUALIFICATIONS:
- Ability to work independently and take ownership
- Solid technical and analytical skills required
- Ability to manage IT / Desktop initiatives and organize projects
- Thorough knowledge of supported Microsoft Windows operating systems
- Intermediate Experience with Active Directory administration
- Thorough knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office
- Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
- Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues
EDUCATION and/or WORK EXPERIENCE:
- Associate's Degree or equivalent experience required
- A+ Certification recommended
- MCTS, MCITP, MCPD, MCM preferred
- MCSA, MCSD and MCSE preferred
- ITIL Certification preferred
- 4-6 years or more of related experience preferred
SPECIAL CONDITIONS: (Travel, work environment, physical demands, certificates, licenses etc..)
- Ability to travel as required.
- Ability to lift 50lbs (printers, desktop machines, etc).
POSITION SUMMARY:
Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals. Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents. Ability to provide excellent customer services and fluently communicate with executives, at client headquarters. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.
POSITION DUTIES AND RESPONSIBILITIES:
Top Skills Required:
Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. This includes the following activities: - Strong troubleshooting experience with Windows 10, Office 365 (Outlook, Word, Excel, PowerPoint) suite of apps.
- Knowledge of M365 suite of apps, like OneDrive, OneNote, Teams, Planner, etc.
- Need exceptional knowledge in MS technology and at least 4 years of exp.
- Azure Portal experience; Azure Active Directory, Licensing, Reporting.
Job Description:
- Previous experience supporting and troubleshooting macOS MacBook workstations.
- Previous experience with Audio/Video & Boardroom issues.
- Previous knowledge and experience with WebEx.
- VIP White Glove Support; troubleshooting VIP user issues quickly, with excellent customer service.
- Xerox Printer Support experience; Xerox Console Management.
- Networking & Cabling experience.
- Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.
- Managing returns on warranted parts and systems
- Packaging and shipping replacement parts to customers
- Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers - May lead the development of information technology and infrastructure projects
- Installing, supporting and troubleshooting approved desktop software
- Performing planned maintenance, moves, adds and changes
- Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)
- Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
- Creating and maintaining images for standard systems
- Recommends hardware and software solutions, including new acquisitions and upgrades
- Demonstrates good judgment in selecting methods and techniques for obtaining solutions
- Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
- Troubleshooting and resolving intermediate LAN connectivity incidents
- Ability to work on call after hours as required Communicate effectively with multiple customers and co-workers. This includes the following activities: - Consulting with the Service Desk on support calls
- Ability to fluently communicate with executives
- Able to communicate highly technical information to both technical and non-technical personnel
- Providing Case status updates to management and end-users
- Providing phone support and diagnostics to remote customers
- Participating in training programs designed to educate customers about basic and specialized applications
- Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support - Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction
- Analyzes problem trends and develops ideas to achieve problem resolution
TEAM LEAD RESPONSIBILITIES (if applicable):
- Ability to fill in as acting Team Lead when necessary
QUALIFICATIONS:
- Ability to work independently and take ownership
- Solid technical and analytical skills required
- Ability to manage IT / Desktop initiatives and organize projects
- Thorough knowledge of supported Microsoft Windows operating systems
- Intermediate Experience with Active Directory administration
- Thorough knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office
- Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
- Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues
EDUCATION and/or WORK EXPERIENCE:
- Associate's Degree or equivalent experience required
- A+ Certification recommended
- MCTS, MCITP, MCPD, MCM preferred
- MCSA, MCSD and MCSE preferred
- ITIL Certification preferred
- 4-6 years or more of related experience preferred
SPECIAL CONDITIONS: (Travel, work environment, physical demands, certificates, licenses etc..)
- Ability to travel as required.
- Ability to lift 50lbs (printers, desktop machines, etc).