ECU Support Specialist

1 week ago

Saint John, Canada Tata Consultancy Services Full time

About the Role

We are seeking an exceptional IT professional to join our team as an ECU Support Specialist. This role will be responsible for providing top-notch technical support for our employees' End User Computing (EUC) equipment and software.

Responsibilities

  • Troubleshoot and deploy end-user computing devices, including laptops, desktops, O365, hardware, COTS, and mobile applications.
  • Expertise in client operating systems, with knowledge of server operating systems.
  • Basic troubleshooting on applications and networks.
  • Fluency in English and Canadian French.
  • Knowledge of ServiceNow and ITIL processes.
  • Excellent analytical skills to troubleshoot complex issues.
  • Resolve incidents and problems associated with EUC equipment and software, and provide break/fix support, advice, and assistance to authorized users.
  • Mobile device lifecycle management, including inventory management, vendor coordination, shipping, and receiving.
  • Support for apps installed in laptops/desktops, MS Office, Outlook, and networking skills.
  • Server touch support services, including video conferencing, projector, and printer basics troubleshooting.
  • Coordinate with third-party vendors to maintain equipment and software.
  • Manage hard and soft break-fix services for laptops and desktops, including PC cycle and IMACD experience.
  • Inventory management of new and redeployable assets, asset tagging or scanning, and updating the asset database.
  • PC configuration of new and redeployed PCs, including domain joins, copying/reloading data, profile creation, adding printers, network, and wireless configuration, reinstallation of software, applying patches, post-installation validations, and end-user training.
  • Provide IT training for new hires, including standard PC and mobile setup.
  • Break/fix support for PCs, assisting with hardware warranty support and coordinating with manufacturers.
  • Wiping and reimaging between users, backing up/copying end-user data when necessary.
  • Provide hardware and software support for remote users, including shipping and receiving equipment or scheduling third-party vendor support.
  • End-to-end ticket management, including Incident, Problem, and Change Management.

What You'll Need

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Minimum 2 years of experience in IT support, preferably in a help desk environment.
  • Strong analytical and problem-solving skills, with excellent communication and customer service skills.
  • Experience with ServiceNow, ITIL processes, and mobile device lifecycle management is a plus.
  • Fluency in English and Canadian French is required.

Salary

The estimated salary for this role is around $70,000-$90,000 per year, depending on experience and location.

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