Desktop Support

6 days ago


Québec, Quebec, Canada eTeam Inc. Full time

Location
:
Quebec City, QC

Duration : 6+ months.

  • High Level role to Lead, coordinate and assist the desktop support technicians. Manage the day to day activities of the support
- technicians and provide technical support, training and guidance to staff. Assumes duties as a desktop support technician when assigned.

  • Responsibilities:
  • Excellent analytical and problem-solving skills
  • Demonstrable experience in managing a successful team of support technicians and successful completion of computer 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 2003/2007
  • ITSM ticketing tools such as Remedy, Client Service Center, client 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


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