Desktop Support Specialist

2 weeks ago

Toronto, Ontario, Canada Iron Systems Full time
Job Title: Desktop Engineer

About the Role:

We are seeking a highly skilled Desktop Engineer to join our team at Iron Systems. As a Desktop Engineer, you will be responsible for providing exceptional support services to our end-users, ensuring that their technical needs are met in a timely and efficient manner.

Key Responsibilities:

  • Provide onsite and desk-side support services to end-users, resolving technical issues and improving overall system performance.
  • Troubleshoot PC-related problems, working closely with our Level 2 and SPOC teams to ensure prompt resolution.
  • Complete incidents and requests within our Service Level Agreements (SLAs), working in a fast-paced environment to meet deadlines.
  • Build, configure, and troubleshoot PC and laptop hardware components, ensuring that all systems meet our high standards.
  • Ensure that all tickets are updated on a daily basis, providing regular status updates to our stakeholders.
  • Support meeting room environments and video conferencing, ensuring seamless communication and collaboration.
  • Support printers, scanners, and other peripherals, ensuring that all equipment is functioning correctly.
  • Support mobile devices, including iPads, iPhones, and Android devices, ensuring that all users have access to the tools they need.
  • Perform end-user data backup and restoration, ensuring that all data is secure and recoverable.
  • Provide smart hands support for data center equipment, working closely with our CLIENT Tech team to ensure prompt resolution.
  • Assist in troubleshooting data center devices, working closely with our CLIENT Tech team to identify and resolve issues.
  • Replace defective components in data center equipment, working closely with our CLIENT Tech team to ensure prompt resolution.
  • Import and export tapes to tape libraries, working closely with our CLIENT Tech team to ensure prompt resolution.

Behavioral Skills Required:

  • Excellent customer-facing skills, with the ability to communicate effectively with users at all levels.
  • Independent and proactive thinking, with the ability to work autonomously and make decisions.
  • Effective relationship-building skills, with the ability to work collaboratively with our team and stakeholders.
  • Ability to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
  • Ability to work alone and unsupervised, taking the initiative when necessary.
  • Organizational and prioritization skills, with the ability to manage multiple tasks and deadlines.

Technical Skills & Experience Required:

  • Experience using a call-logging system, with the ability to track and manage incidents and requests.
  • Good working knowledge of Windows 7/10 and related Office applications, with the ability to troubleshoot and resolve technical issues.
  • Supporting experience of MACs, with the ability to troubleshoot and resolve technical issues.
  • Knowledge of mobile devices, including Androids and iPhones, with the ability to troubleshoot and resolve technical issues.
  • Working knowledge of current and legacy hardware platforms, with the ability to build, configure, and troubleshoot PC and laptop hardware components.
  • Familiarity with Microsoft SCCM, with the ability to manage and deploy software and hardware.
  • Ability to replace defective parts, as identified by CLIENT.
  • Excellent hands-on experience in installation and troubleshooting DC equipment, with the ability to rack and stack DC equipment and cables.
  • Excellent communication skills, with the ability to communicate effectively in English and local languages.

Desired Educational Requirements:

  • Completion of CompTIA certifications, such as A+ and Network+.
  • Completion (or near completion) of Microsoft certifications, such as MCP, MCITP, and MCSE.

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