End User Support Technician

6 months ago

Brampton, Canada BFG Enterprise Services Full time

**Requirement**: Full-time
- **Brampton** **on**

**Job Expectations**: Mobility (iOS, Android), Microsoft Windows, Apple MAC and iPad hardware/software support
- Provide nationwide second level end user and on-site/remote support for iOS/Android/Windows/Mac devices.
- Place orders for new phone activations and upgrades.
- Recycle/reassign, decommission, and dispose of mobile devices.
- 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.
- Manage software licenses and maintain inventory of corporate devices.
- Provide on-site hardware and software upgrades/rollouts as directed.
- Provide setup, support and hardware service for telephone systems and assist with VOIP issues.
- Provide video conference support during business hours to executive level meetings as requested.
- 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. This includes computers and 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.
- Provide facilities management assistance that includes HVAC, IT equipment, data cabling, and maintenance as directed by the customer.
- Provide network management assistance that includes initial triage of issues, assisting network teams as required, and any maintenance as directed by the customer.
- 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 desktop (Apple/Microsoft) or 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.
- Provide desktop and end user on-site support for Mac OS and iOS devices.
- Setup and deployment of new Apple corporate assets for new hires and existing users.
- Perform Apple device management through VMware Workspace ONE admin site including device enrollment, software installation, unlocking devices, and maintaining accounts/devices.

**Qualifications**:

- Post graduate degree in relevant Technology field
- Apple/MAC and Microsoft/Windows computer, tablet, and mobile devices
- Minimum 3 - 5 years of experience in a hardware break/fix environment
- 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.

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