Desktop Support

5 days ago

Quebec City, Canada eTeam Inc. Full time

Location **:Quebec City, QC**

Duration : 6+ months.
- High Level role to Lead, coordinate and assist the desktop support technicians. Manage the day to day activities of the support
- technicians and provide technical support, training and guidance to staff. Assumes duties as a desktop support technician when assigned.
- Responsibilities:
- Excellent analytical and problem-solving skills
- Demonstrable experience in managing a successful team of support technicians and successful completion of computer hardware and current desktop support technician certifications
- Excellent customer service skills
- Desk side Support Management
- Customer Relationship Management
- Vendor Relationship Management
- Project Management
- SLA Management including Incident, problem, Configuration, Service request etc.
- Review with the Delivery Managers
- Periodic reviews with Customer and Vendors
- MIS and Reporting Need to have knowledge and get the below tasks carried out by Country Manage / Full Time or Dispatch Engineers at various locations in the region supported
- Should have knowledge on SD operation and tools
- To guide, and act as mentor to the Support Management team as they deliver a unique service, providing high quality information
- The Support Manager Team Leader will ensure the smooth everyday running of this core team, ensuring that SLAs are met and that quality targets are reached and maintained
- Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines
- Works with vendor support contacts to resolve technical problems
- Works with service desk and RDS as appropriate to determine and resolve problems received from clients
- Responds to support requests from service desk, users and other infrastructure teams
- Performs upgrades as directed to ensure the longevity of equipment
- Keep track of request and make sure they are implemented as planned
- Participate in incident handling concerning desktop changes.
- Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
- Microsoft environment knowledge (desktop & server).
- Have some level of technical understanding of the products building up a desktop service.
- Experience from the desktop environment.- Phone support experience necessary.- Technical helpdesk or technical call center experience is necessary.- Disciplined, systematic problem solving skills required.- Windows and Novell Operating systems- Clients: Windows7, Windows Vista, Windows XP, Windows 2000- Servers: Windows 2000, Windows 2003, Windows 2008,- Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007- ITSM ticketing tools such as Remedy, Client Service Center, client Service Center MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio- Internet browsers (e.g. Explorer, Chrome, Firefox),- VPN and remote dial-in users- Support for laptop, desktops, and printers- PDA and blackberry support- Apple Ipad Device support

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