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End User Support Technician-Mobility support

2 months ago

Brampton ON, Canada BFG Enterprise Services Full time

Job Expectations : Mobility(iOS, Android)

  • Provide nationwide second level end user and on-site/remote support for IOS and Android.
  • Place orders for new phone activations and upgrades.
  • Recycle/reassign, decommission, and dispose of customer owner assets as per the customer defined process.
  • 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.
  • Maintain inventory of corporate devices.
  • Provide on-site hardware and software upgrades/rollouts as directed.
  • Manage escalations.
  • 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 for 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.
  • 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 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.

Qualifications:

  • Post graduate degree in relevant Technology field
  • Minimum 3 - 5 years of experience in repairing mobile devices.
  • 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.