IT Support

The Deskside Support or Unified Workforce (UWF) Engineer's role is responsible for providing end User IT support in a vWIC, WIC, or DSS environment. Engineers will be required to move between service modes and therefore are expected to be familiar with all three modes' operations and requirements. The enhanced skill set of the engineers will ensure a more effective and improved End User experience.

**Requirements**:
WIC/VWIC/DSS - face-to-face at front desk experiences with: ServiceNow ticket handling
Mobile Devices (+ Laptops) HW & SW related issues (strong)
How-to assistance of showroom Devices or End User assigned IT Equipment
Remote support
Software related issues (Standard & Non-Standard)
Active Directory tool
Microsoft Windows operating system - all related issues
Microsoft Office 365 ProPlus/2019 - all related issues
SCCM SW deployment issues (front end)
Hand and eyes experiences for MFP, Standalone, Networked Printers & Scanners
Smartphones & Portable Devices experiences for SIM configuration, how-to questions, Hand & eyes software issues (IOS, Android, and Windows)
Standard and nonstandard HW Devices (peripherals like monitors, label printers, etc.)
Meeting room management (Video and Audio Equipment)
Network cabling and port patching, Wi-Fi network, replacement of router, HUBS of Switches (local task)
Smart Hands and Eyes for any end user support teams
Asset Management, etc. Stock management (incoming & outgoing IT goods)

**Main characteristics for a UWF Engineer**:

- Logging, resolving, and assigning incidents into ServiceNow
- Own the incident throughout its lifecycle
- Guide users with simple, step-by-step instructions
- Conduct troubleshooting (remote and face-to-face)
- Be able to recognize when to escalate the incident to Level 3 support
- Record technical issues and solutions in Knowledge Management System, update knowledge articles with newer and relevant information
- Deploy company assets to End Users like a laptop, desktop, mobile phones, etc.
- Maintain computer peripheral devices like printers and resolve associated problems, escalate when necessary to 3rd level by raising incidents & taking ownership
- Maintain Assets and Configuration Item records Escalate incidents when necessary using the client escalation process
- Provide End User training and education
- Adhere to policies as per corporate manuals and directives
- Provide best-in-class End User experience

Pay: $26.00-$28.00 per hour

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Guelph, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Software troubleshooting: 2 years (required)
- Network troubleshooting: 1 year (required)
- SCCM: 1 year (preferred)