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Desktop Support
3 months ago
Position
:
Desktop Support
Location :
Montreal, QC
contract - onsite from day 1
Responsibilities:
- Excellent analytical and problemsolving skills
hardware and current desktop support technician certifications
Excellent customer service skills
Desk side Support Management
Customer Relationship Management
Vendor Relationship Management
Project Management
SLA Management including Incident, problem, Configuration, Service request etc.
Review with the Delivery Managers
Periodic reviews with Customer and Vendors
MIS and Reporting Need to have knowledge and get the below tasks carried out by Country Manage / Full Time or Dispatch
Engineers at various locations in the region supported
Should have knowledge on SD operation and tools
To guide, and act as mentor to the Support Management team as they deliver a unique service, providing high quality
information
The Support Manager Team Leader will ensure the smooth everyday running of this core team, ensuring that SLAs are met and
that quality targets are reached and maintained
Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and
guidelines
Works with vendor support contacts to resolve technical problems
Works with service desk and RDS as appropriate to determine and resolve problems received from clients
Responds to support requests from service desk, users and other infrastructure teams
Performs upgrades as directed to ensure the longevity of equipment
Keep track of request and make sure they are implemented as planned
Participate in incident handling concerning desktop changes.
Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
Microsoft environment knowledge (desktop & server).
Have some level of technical understanding of the products building up a desktop service.
Experience from the desktop environment.
- Phone support experience necessary.
- Technical helpdesk or technical call center experience is necessary.
- Disciplined, systematic problem solving skills required.
- Windows and Novell Operating systems
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000
- Servers: Windows 2000, Windows 2003, Windows 2008,
- Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/200
- ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
- MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
- Internet browsers (e.g. Explorer, Chrome, Firefox),
- VPN and remote dialin users
- Support for laptop, desktops, and printers
- PDA and blackberry support
- Apple Ipad Device support
Job Type:
Fixed term contract
Contract length: 12 months
Salary:
$25.00-$30.00 per hour
Schedule:
- Day shift
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- Montréal, QC: reliably commute or plan to relocate before starting work (required)
Language:
- French (required)