Freelance Desktop Support Technician

4 weeks ago


Ottawa, Canada Sybex Support Services Full time

We are currently looking for an experienced Desktop Support Engineer (L1) for our open position. The L1 Engineer will be required to work on site for this role and provide support to end users working on site or remotely.

Job Requirements

  • A+ Certification or equivalent experience
  • Good working knowledge of Active Directory
  • 2+ years’ experience providing technical support in a fast-paced and constantly changing environment up to executive management level.
  • Excellent customer service and communication skills including providing VIP support
  • Experience supporting large Windows-based environments to desktop level with emphasis on Win 7
  • Knowledge of OS / Office 2010 as well as Win 8 and O365
  • Advanced knowledge of Microsoft Office suite of applications
  • Support of End User for video conferencing units
  • Support of mobile devices
Duties & Responsibilities

  • Provide support on Client Windows platform, for desktop/end user technologies, collaboration tools, mobile technologies, and printing. This includes laptop/mobile devices, video conferencing, and network/remote access. This position works collaboratively with the Service Desk for end user break/fix and other support functions.
  • Duties shall include, but not be limited to:
  • Diagnosing and troubleshooting desktop system, printer, and operating problems
  • Consulting and instructing users on hardware and software questions/issues
  • Collaborate with other IT Services Data Center and Network Infrastructure teams
  • Install, maintain and upgrade equipment and its associated infrastructure
  • Run diagnostic tests to isolate system problems as well as proactive activities
  • Operating Systems Windows, OS-X
  • MS Office (Windows and knowledge of Mac) software
  • Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC
  • Hands-on experience removing viruses and spyware using various tools (Windows)
  • Identify, research, and resolve technical problems including forming an RCA
  • Respond to telephone calls, email, service tickets, and dispatched requests for technical support
  • Document, track and monitor the problem to ensure a timely resolution within an affected SLA window
Base Requirements

  • Excellent written and verbal communication and customer service skills with proven ability to work in fast-paced environments
  • Commercial experience in an IT support technician role that includes 2 years of technical support experience in a hybrid Windows and MAC environment
  • Experience in working with a helpdesk operation, to include Windows and Mac clients
  • 2 years’ experience with mobile applications/products including: iPhone, iPad, and Android
  • Platforms Expertise in iPad / iPhone
  • Self-starter that is able to collaborate actively with others in a cross-functional team
  • Proven attention to detail and high standards for quality
  • Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
  • Skilled in documenting written troubleshooting steps and instructions
  • Business professional attire
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