Desktop Support Executive

4 days ago

Montréal, Canada Epsilon solutions pvt ltd. Full time

**Skills**:

- Strong English & local language proficiency and inter personal skills
- Provide incident and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, Thumb drive, encrypted portable HDD, etc.
- Experience in Windows & non-Windows Operating environment
- Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component
- Ability to participate in the design, architect and engineering of software deployments/installation process
- Demonstrated ability to provide user support by means of remote access tools
- Ability to communicate effectively with both Business/Management and Vendor resources & acquire knowledge from them

**Good-to-Have Skills**:

- Knowledge on Asset management.
- Good to have service transition experience.

**Role**:

- Deskside Support will provide incident and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, Thumb drive, encrypted portable HDD etc.
- Incident handling: including troubleshooting, break fix; follows incident management process.
- Service Requests: Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
- Queue management for incident resolution and request fulfillment.
- Desk side support provides support in both local language and English.
- Perform ICMS and PC sign off on every PC deployment and collection
- Flexible resources to cater for demand of standby or end user device related projects, without compromising daily BAU services.
- Conduct end user device and related testing
- Perform site inspection
- Perform end user device inspection
- Provide status update to the ticketing tools in a timely manner.
- Assist in end user support or consultations.
- Address day-to-day desktop support process issues.
- Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
- In a timely manner, escalate to their manager & Deskside Support Lead when a recurring issue is beyond their control
- Arranging on-site access & support, when required
- IMAC's - Prepare new and existing equipment for deployment
- Move existing equipment (PC, notebook, Thin Client, network printer etc....) and update configurations, as necessary
- Change an existing hardware/software component and verify functionality upon completion
- IMAC Update in CMDB
- Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software which could not be installed by SCCM)
- Provide a familiarization Training to end-user upon completion of a new PC install, if end user is available upon completion of install.

**Job Types**: Full-time, Permanent

**Salary**: $55,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Montreal, QC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Desktop support: 3 years (preferred)
- IMAC: 3 years (preferred)

Work Location: One location

**Speak with the employer**
+91 7055402192

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