Desktop Support Technician

2 weeks ago

Markham, Canada Iron Service Global Inc Full time

**General Description**:
As a member of end user support team, FS Onsite Service Engineers are primarily focused on customer experience to ensure all interactions result in a positive outcome-based service.
Deliver a service that exceeds customer expectations. Listen and understand the issue at hand. Communicate with customers, colleagues and management using positive and clear concise language. Ensure all commitments are agreed and adhered to with appointments and regular updates provided. Deliver an excellent customer experience through strong understanding of the client site, environment, technology and culture. As the main interface to the customer, the roles require ownership, leadership and liaison with key contacts in other resolver groups to ensure action is taken to resolve any issues.
Performs timely resolution of workstations, mobile hardware and software problems within SLAs through effective use of experience, knowledge and technical resources. Self-motivated and able to act with limited support and supervision.
Follows all support processes and use of IT systems when required and document all actions and activities performed. Conforms to key IT processes such as change control and asset management. Flexible for travelling to other sites for support on demand.
Ability to coach and monitor/support team of technicians and driving service improvement strategies in co-ordination with other support teams and Client stakeholders.

**Minimum experience** - 48 Months of technical experience in Desktop and Technical Support, Service Delivery

**Desired Qualifications**: BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience. A Technical Certification (Microsoft/HP/Dell) and ITIL Certification would be an added advantage on this role.

Has proficient experience to fulfill the role and demonstrate the attributes listed in the following tables.

**Responsibilities**:

- Provide customer facing end-user support that includes:

- Break-fix support for Laptop, desktop, tablets, and associated hardware peripherals
- IMAC support including large scale/bulk office moves/re-stack activities (all moves)
- Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
- Support for the Mobility devices (Android/iOS/iPhone/iPads)
- VIP and home-based office (HBO) user support
- Imaging/Re-imaging end user systems on approved tickets
- Supporting End User Device Lifecycle Management as per Client policies and procedures
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform managed print service invoicing/meter read/polling report verification
- Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
- Provide technical orientation and training for new Client employees on existing systems and software
- Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.
- Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.
- Provide weekly reports as requested by Customer
- Implement best practices in the stores to resolve issues
- Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services
- Participate in team projects as requested.
- Support End-User data backup, storage and recovery Services for all End-Users
- Coordinate with End-User or other site staff to schedule on-site technical support visit in response to an Incident or IT Service Request, including security remediation services.
- Provide Smart Hands and Eyes Support - Support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection, etc.) and related operations (e.g., procure, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis), as required to meet Client computing requirements and per Client policies and procedures.
- Provide Smart Hands and Eyes Support for servers, network and security devices in site locations, as per Client policies and procedures.
- Provide concierge services as required by local staffing, including:

- Providing friendly and professional m

  • Desktop Support Technician

    1 week ago

    Markham, Canada Iron Service Global Inc Full time

    As a member of end user support team, FS Onsite Service Engineers are primarily focused on customer experience to ensure all interactions result in a positive outcome-based service Deliver a service that exceeds customer expectations. Listen and understand the issue at hand. Communicate with customers, colleagues and management using positive and clear...

  • Desktop Support

    2 weeks ago

    Markham, Canada Iron Service Global Inc Full time

    As a member of end user support team, FS Onsite Service Engineers are primarily focused on customer experience to ensure all interactions result in a positive outcome-based service Deliver a service that exceeds customer expectations. Listen and understand the issue at hand. Communicate with customers, colleagues and management using positive and clear...

  • Desktop Support Analyst

    2 weeks ago

    Markham, Canada AMPHENOL CANADA CORP Full time

    A Worldwide Vision Connecting People with Technology Amphenol is one of the world’s largest providers of high-technology interconnect, sensor and antenna solutions and a Fortune 500 company. Our products Enable the Electronics Revolution across virtually every end market including Automotive, Broadband Communications, Commercial Aerospace, Industrial,...

  • Field Tech/ Desktop Support Technician

    2 months ago

    Markham, Canada NTT DATA Full time

    **Client Desktop Role**: - Provide support for all client workstations and peripheral devices like printers, scanners, and barcode readers. - Responsible for installing and maintaining all works station hardware and client software. - Investigate and suggest new or enhancements to policies, procedures, practices, or other actions that would result in...

  • Field Tech/ Desktop Support Technician

    2 days ago

    Markham, Canada NTT DATA Full time

    **Client Desktop Role**: - Provide support for all client workstations and peripheral devices like printers, scanners, and barcode readers. - Responsible for installing and maintaining all works station hardware and client software. - Investigate and suggest new or enhancements to policies, procedures, practices, or other actions that would result in...

  • Staff Technical Support Technician

    4 weeks ago

    Markham, ON, Canada BFG Enterprise Services Full time

    Role: Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end...

  • Deskside Support Technician

    3 weeks ago

    Markham, Canada Iron Service Global Inc Full time

    Provide customer facing end-user support that includes: - Break-fix support for Laptop, desktop, tablets, and associated hardware peripherals - IMAC support including large scale/bulk office moves/re-stack activities (all moves) - Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs - Support for the Mobility devices...

  • IT Support Technician, Jr

    2 months ago

    Markham, Canada Radeon Technologies Full time

    **About the company** Our mission is simple: make technology an asset for your business not a problem. Radeon Technologies, MSP, authorized NCR partner and provider of the #1 POS in North America. NCR Aloha POS, provides customized technology systems & solutions for today's Hospitality Industry. We take pride in providing service and support to some of the...

  • IT Support Technician

    1 month ago

    Markham, Canada Suntel Technologies Inc. Full time

    **Who are We?** SunTel Technologies Inc has been providing Canadian businesses with IT support and communication services since 2007. That's a long time in any industry but in the IT business it’s a lifetime! We believe we’ve not just survived for so long but flourished too thanks to our genuine care for our clients, and for our ability to use unique...

  • Technical Support Specialist

    4 weeks ago

    Markham, Canada BFG Enterprise Services Full time

    Role:Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end...

  • Technical Support Specialist

    4 weeks ago

    Markham, Canada BFG Enterprise Services Full time

    Role: Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end...

  • Technical Support Specialist

    4 weeks ago

    Markham, Canada BFG Enterprise Services Full time

    Role:Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end...

  • Technical Support Specialist

    4 weeks ago

    Markham, Canada BFG Enterprise Services Full time

    Role: Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end...

  • Site IT Support Technician

    2 months ago

    Markham, Canada Advanced Micro Devices, Inc Full time

    Overview: **WHAT YOU DO AT AMD CHANGES EVERYTHING** We care deeply about transforming lives with AMD technology to enrich our industry, our communities, and the world. Our mission is to build great products that accelerate next-generation computing experiences - the building blocks for the data center, artificial intelligence, PCs, gaming and embedded....

  • Technical Support Specialist

    2 months ago

    Markham, Canada BFG Enterprise Services Full time

    Role: Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end...

  • Technical Support Specialist

    2 months ago

    Markham, Canada BFG Enterprise Services Full time

    Role: Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end...

  • Technical Support Specialist

    2 months ago

    Markham, Canada BFG Enterprise Services Full time

    Role: Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end...

  • Technical Support Specialist

    4 weeks ago

    Markham, Canada BFG Enterprise Services Full time

    Role: Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end...

  • Technical Support Specialist

    2 weeks ago

    Markham, Canada BFG Enterprise Services Full time

    Role: Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end...

  • Technical Support Specialist

    2 weeks ago

    Markham, Canada BFG Enterprise Services Full time

    Role: Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource in assisting users resolve high end...