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IT Support Specialist

2 months ago

Montreal, Quebec, Canada Axiom Technologies Full time

Axiom Technologies is a leading provider of global IT services, supporting medium to large-scale enterprises. Our company excels in delivering high-quality IT solutions to our clients.

We are seeking a skilled professional to join our team as a Desktop Support Specialist. This role will provide on-site and on-call assistance to end-users within our organization's desktop computing environment, ensuring timely and accurate service delivery.

Key Responsibilities:

  • Provide first- and second-level contact and problem resolution for customer issues.
  • Answer client questions in a professional manner.
  • Accept and deliver all service calls assigned within the established service level agreement for each client.
  • Meet established customer service satisfaction criteria as outlined in established guidelines and policies.
  • Install, upgrade, support, and troubleshoot Windows operating systems, Microsoft Office applications, and other authorized desktop applications.
  • Complete real-time reporting of all calls as documented in established policies and guidelines.
  • Follow various established policies, guidelines, and documents relative to the successful delivery of service for each client.
  • Ensure control of assets and inventory through the prompt turnaround of parts and equipment as required by client service agreements.
  • Provide timely communication on issue status and resolution.
  • Understand all Safety policies and guidelines and work within the guidelines of policies daily.
  • Maintain ticket updates for all reported incidents.
  • Break Fix, fault diagnosis, and resolution.
  • Additional requirements may exist if the offer of employment is extended.
  • Proven analytical, troubleshooting, and problem-solving skills.

IT Skills and Experience:

  • Windows 7 & 10, MS Office 2010/2013/2016/365.
  • Ability to communicate regarding technical issues with clients.
  • Ability to drive to client locations.
  • Performs general preventative maintenance tasks on computers, laptops, printers.
  • Performs remedial repairs on Desktops, laptops, printers, and other authorized peripheral equipment.
  • Ability to lift and or move various computer equipment up to 50 lbs.
  • Must be able to pass annual criminal and motor vehicle background.
  • Ability to pass agility test at hire or at time of internal transfer and every 3 years after that.
  • Broad experience in IT with a basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.

In-depth knowledge of:

  • Hands-on experience in Networking.
  • Knowledge about Data Centre.
  • Windows OS (e.g. XP, Vista, Windows 7, 10).
  • Microsoft Office applications.
  • Active Directory.
  • Performs remedial repairs on Desktops, laptops, printers, and other authorized peripheral equipment.
  • Install, upgrade, support, and troubleshoot for printers, and computer hardware.
  • Mobile device management including IOS and Android devices.
  • Mac operating system, to support Apple pc users.
  • Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
  • Willing to work off-hours and weekends when required for projects or emergency support.

IT Qualifications:

At least two of the following:

  • Bachelor of Engineering – Computer Science, Bachelor of Technology – Computer Science, Master of Computer Application.
  • CompTIA A+, Microsoft Certified Professional (MCP) or better.

Experience in a similar role:

  • 1-2 years of relevant experience.