(Remote) Support Analyst

3 weeks ago

Brampton ON, Canada BFG Enterprise Services Full time

*End User Support Technician – Apple/iPad/Microsoft Support*
*Job Expectations*: Mobility (iOS, Android), Microsoft Windows, Apple MAC and iPad hardware/software support
* Provide nationwide second level end user and on-site/remote support for iOS/Android/Windows/Mac devices.
* Place orders for new phone activations and upgrades.
* Recycle/reassign, decommission, and dispose of mobile devices.
* Setup and deployment of new mobile devices for new hires and existing users.
* Perform mobile device management through VMware Workspace ONE admin and Intune sites including device enrollment, software installation, unlocking devices, and maintaining accounts/devices.
* Maintain inventory of corporate devices and accessories.
* Package and ship out devices to remote locations.
* Manage software licenses and maintain inventory of corporate devices.
* Provide on-site hardware and software upgrades/rollouts as directed.
* Provide setup, support and hardware service for telephone systems and assist with VOIP issues.
* Provide video conference support during business hours to executive level meetings as requested.
* Provide emergency on-site support Services including evenings and weekends, as requested.
* Provide executive support (“White Glove”) after hours to users that are at the VP level or above. This includes computers and mobile devices.
* Provide off-hour support to remote/offshore users as required.
* Train or provide guidance to end-users on how to create tickets on the Service Now system.
* Provide facilities management assistance that includes HVAC, IT equipment, data cabling, and maintenance as directed by the customer.
* Provide network management assistance that includes initial triage of issues, assisting network teams as required, and any maintenance as directed by the customer.
* Escort all vendors as requested and directed by the customer.
* Participate in the walk-up service (via ITHUB) for users who need immediate assistance with desktop (Apple/Microsoft) or mobility issues as required.
* Provide dedicated on-site resources at assigned and non-manned sites at defined Loblaw, Shoppers Drug Mart, and remote office locations.
* Provide desktop and end user on-site support for Mac OS and iOS devices.
* Setup and deployment of new Apple corporate assets for new hires and existing users.
* Perform Apple device management through VMware Workspace ONE admin site including device enrollment, software installation, unlocking devices, and maintaining accounts/devices.
*Qualifications:*
* Post graduate degree in relevant Technology field
* Apple/MAC and Microsoft/Windows computer, tablet, and mobile devices
* Minimum 3 - 5 years of experience in a hardware break/fix environment
* Previous experience providing Deskside services.
* Excellent customer service skills
* A+ Certification preferred
* ITIL Certification preferred
* Not required, French speaking/writing is a plus
*Bona Fide Occupational Qualification:*
* Must always be available onsite during the scheduled business hours.
* Must possess a valid Class G driver's license, and the ability to produce a clean driver's abstract upon hire.
* Must be prepared to travel.
* Must be prepared for after-hours work.
#BFGHP
Job Types: Full-time, Permanent
Schedule:
* 8 hour shift
Application question(s):
* Do you have 3 - 5 years of experience in a hardware break/fix environment?
* Do you have previous Deskside services experience?
* Are you able, willing and available to work overtime?
* Are you able, willing and available to work rotational shifts to fully support our internal and external customers with 24/7 service?
* Are you able and willing to work on rotating standby, on-call and call-backs to provide
* Are you able and willing to travel to customer sites to perform after hours work?
* Are you legally entitled to work in Canada?
Licence/Certification:
* CompTIA A+ (preferred)
* Class G driver's license (preferred)
Work Location: In person

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