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Deskside Support Engineer

2 months ago

Ottawa, Canada Invisionstaffing Full time

InVision is a Professional Recruitment Firm involved in Engineering, Industrial/Skilled Trades, Information Technology and Professional Services within Canada and the U.S. We have a successful track record working on both small and large recruitment projects, across North America.

Our client is a leader in providing IT managed service solutions tailored to global business needs. Their "high-touch" executive approach ensures constant connection between teams to deliver services as promised, provide exceptional user experiences, and exceed expectations. They are currently seeking Deskside Support Engineer’s to join their growing organization

The Deskside Support Engineer performs advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs. The position provides technical support to customers on operational and maintenance aspects of system equipment and serves as customer contact.

Responsibilities:
  1. Performs routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
  2. Primarily provides Tier 3 level support; will provide Tier 1 and/or 2 level support as needed.
  3. Escalates problems and issues to a higher level of support as needed. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
  4. Processes timely and accurate information to ensure compliance with vendor warranty requirements.
  5. Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.
  6. Adheres to client policies and procedures while maintaining the integrity of the customer’s data.
  7. Maintains and updates work order tickets in client’s ITSM tool.
  8. Coordinates across multiple departments/vendors to provide support.
  9. Represents the company in a professional and businesslike manner and communicates effectively with customers and associates.
  10. Interacts with the customer when responding to technical questions or requests for information.
  11. Supports the Team Lead and/or Supervisor with reporting and responsibility coverage.
  12. Maintains regular attendance.
  13. Other duties as assigned by management.
Qualifications:
  1. Must have a high school diploma or equivalent; College degree in a related field is preferred.
  2. At least 5 years of technical or related experience is preferred. Relevant education may substitute technical experience.
  3. Proficient in troubleshooting and repair of various manufacturers’ laptops, desktops, printers, and peripherals.
  4. Working knowledge and hands-on experience supporting handheld devices and/or mobile devices.
  5. Working knowledge and understanding of client supported hardware platforms, software, AD, and SCCM.
  6. Proficient with various versions of Microsoft Operating Systems.
  7. Proficient with various versions of Microsoft Office Suites.
  8. Original Equipment Manufacturer (OEM) certifications obtained to perform warranty repairs, as required.
  9. Client-required certifications, if needed.
Employment Rewards:
  • Long Term Opportunity
  • Excellent Hourly Rate
  • World Wide Organization
Application Process:

All Qualified candidates will be contacted.

InVision is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind:

It is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

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