Desktop Support Technician

1 month ago

Montréal QC, Canada ESP Global Services Full time

**Future Opportunities**
We are currently sourcing interested individuals for potential future positions. You must have the right to work in Canada. If you'd like to be considered for upcoming opportunities, please express your interest, and we'll keep you informed. We are an equal opportunity employer.

**About the Job**:
As a Desktop Support Technician (Airport Technician), you will manage escalated technical issues from the helpdesk, collaborating with end users to resolve hardware, software, and connectivity problems. Additionally, you will support the business in project-based requirements and IMACs (Installations, Moves, Additions, and Changes).

**What will you do?**:

- Respond to basic customer incidents and service requests passed across the client system and resolve general user faults within agreed SLAs.
- Manage all Check-in desk incident tickets in the client or ESP system.
- Provide timely updates to the client & end users so that progress against each individual incident can be updated as required.
- Escalate any issues relating to incident resolution, such as the need for support from a more experienced Engineer, in a timely manner to ensure that customer SLAs can still be met.
- Carry out regular "floor-walking" and pro-active line of sight checks to identify and resolve any issues before they are raised as incidents through the client or ESP system.
- This role is working rotational schedule: 4 days on & 4 off / rotational schedule (07:00am to 07:00pm or 07:00pm to 7:00am) 5 days on & 2 days off (8:00am - 5:00pm - 1 hour lunch)
- Other duties assigned

**What will you bring to ESP?**
- Technical Support: 1-2 years of experience providing comprehensive Helpdesk/Desktop Support and Field Services, adept at troubleshooting a variety of issues related to hardware, software, connectivity, and operating systems.
- IT Infrastructure Support: Proven track record in IT infrastructure support, including Desktop Support Services (DSS), multiple workstation operating systems (Windows, Mac), multiple mobile operating systems (Android, iOS), networking, and printing services.
- Onboarding and Offboarding: Skilled in managing Starter and Leaver requests, encompassing desktop/laptop/iPad setup, screen installations, patch port cabling, software configuration, and mobile device setup.
- Microsoft and IT Hardware Expertise: Extensive experience in IT support and troubleshooting, with in-depth knowledge of Microsoft Desktop software (Windows 7/10, Office Suite) and various operating systems, along with a solid understanding of IT hardware.
- Continuous Learning & Adaptability: Self-motivated and driven to learn, with a keen ability to adapt to new challenges and changes in the work environment.
- Communication Skills: Strong verbal and written communication skills, ensuring clear and effective interaction with clients and team members.
- Preferred Industry Experience: Previous experience within the airport/airline industry, leveraging sector-specific insights to enhance support efficiency.

**Physical Requirements**:

- Able to lift or push 20-50 pounds of equipment if need it.
- Able to stand or kneel for extended periods of time.
- Able to use mechanical tools.

**If you are.**
Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore.

**What we will offer**:
**Personal & Professional Development**

**Diversity, Inclusion & Belonging**
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

**Salary**:
We offer a competitive range based upon suitability or experience.

**Benefits**:

- Medical/Dental Insurance
- PTO time
- Perkbox discounts
- On-site Paid Parking

**Who are we**:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management an

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