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Desktop Support Specialist

2 months ago

Montreal, Quebec, Canada Axelon Services Corporation Full time
Job Title: Level 2/3 Desktop Support Technician

Join Axelon Services Corporation as a skilled Desktop Support Technician to provide top-notch technical assistance to our clients. As a key member of our team, you will be responsible for managing senior escalations, deep dive analysis of branch environments, and delivering exceptional customer service.

Responsibilities:
  • Manage day-to-day tickets, requests, and escalations from VIP users and senior managers.
  • Provide advanced technical knowledge and business insight to handle senior management escalations and specialized services.
  • Conduct onsite visits to investigate and resolve issues at branch locations.
  • Offer remote support for users working from home, resolving issues with home systems and personal devices.
  • Perform deep dive investigations into latency issues and chronic problems in branch environments.
  • Deliver white glove service, a bundled package of services for an extended period, including in-depth troubleshooting.
  • Participate in knowledge management processes, reviewing and validating technical documentation, and providing feedback to improve the knowledge repository.
  • Collaborate with the problem management team to identify issues in the environment escalated from within Wealth Management and ISG.
  • Participate in on-call team rotations, providing off-hours support from 5:00 pm EST to 7:00 am EST and weekends.
  • Contribute to project participation, providing project and status reporting for projects requiring DOE participation.
Requirements:
  • A minimum of 5-7 years of progressive level II desktop, server, and network support or related experience.
  • Microsoft certifications: MCP/MCSA/MOS/MCSE and/or MS-365/Azure, Cisco CCNA desirable.
  • Excellent knowledge of Windows 7/10 environment.
  • Prior knowledge of VMware and Citrix.
  • Familiarity with PowerShell, VBScript, JavaScript, HTML.
  • Intermediate knowledge of MS Exchange/Messaging applications, including but not limited to Outlook, Skype, and MS teams.
  • Mac, iPad/iPhone support knowledge.
  • Knowledge of VPN infrastructure, troubleshooting of MS Direct-Access, AOVPN - Internet browser proxy experience.
Nice to Have:
  • Cisco CCNA certification.
  • Intermediate knowledge of Network Architecture and Topologies/Network +.
  • Knowledge of monitoring tools for Network and Workstations, including but not limited to SevOne, Corvil, Extrahop, Splunk, Fiddller, Wireshark.