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Desktop Support Specialist

2 months ago

Montreal, Quebec, Canada krg technology inc Full time
Job Description

We are seeking a highly skilled and experienced Desktop/Phone Support Technician to join our team at KRG Technology Inc. The successful candidate will be responsible for providing specialized hardware/software/network problem diagnosis and resolution for our customers' end-users.

Key Responsibilities:
  • Provide expert-level technical support for hardware, software, and network issues.
  • Route complex problems to onsite support staff and coordinate with vendors for resolution.
  • Manage relationships with support staff and vendors to ensure seamless problem resolution.
  • Utilize client management tools such as Apple Remote Desktop, Deploy Studio, and FileWave to streamline support processes.
  • Develop and implement scripting and programming skills to automate support tasks.
  • Stay up-to-date with the latest technologies and software applications, including Windows and Macintosh systems.
  • Collaborate with onsite support staff to resolve chronic problems and improve overall support capabilities.
Requirements:
  • 1-2 years diploma in Information Technology.
  • 3-5 years experience in help desk, customer service, and support roles, with a focus on problem-solving and technical expertise.
  • Excellent communication and interpersonal skills.
  • Ability to work in an on-site/off-shore model and manage multiple projects simultaneously.
  • Personal dedication to providing high-quality service and a commitment to continuous learning and improvement.
Technical Expertise:
  • Windows Operating Systems (Windows 7, XP, 2000, 98).
  • Windows Server (2000, 2003, 2008).
  • Remote Desktop Connectivity Applications.
  • MS Office Suite (MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange).
  • VPN and Remote Dial-in Users.
  • PDA, Tablets, iPads, and Phone Support.
  • Experience in SME Support for specialized desks like Blackberry, VPN, and MS Office.
Analysis and Problem-Solving:
  • Root Cause Analysis and Major Incident Reporting.
  • Installations, Moves, Adds, and Changes (IMACs).
  • Engineering of SA-related solutions for project and operational needs.
Personal Qualities:
  • Concern for Order and Quality.