End User Support

3 days ago

Montréal, Canada Q1 Technologies Full time

12-15 Years End user experience required.
- Overall experience of around 15+ years in managing large teams across borders
- Experience working for managing complex IT setup of organization with 10+ branches
- Proficiency in French Language is an asset and will have added benefit for this role
- End user Windows platform (Win10 & Win11)
- Familiar with MS products such as SCCM & MS Intune
- Experience in working with Mobile Device Management (WorkspaceOne, MobileIron, Intune)
- DLP, AV, WSUS, Patch management, VPN, VDI technology
- Patch management, ITSM tools, Microsoft Exchange, O356, MS teams, Azure AD, Proxy, etc.
- Wi-Fi, LAN, WAN, VLAN, DNS, DHCP, SSL, etc.

Roles & Responsibilities:

- Providing End User Services for customer’s end users
- Lead team of both Internal TCS and outsourced support engineers to ensure all IT service support is managed seamless without any escalation as per SLA
- Provide single point interface for setting up complete end user support strategy and coordinate with End user support partner(s)
- Single point interface from IT side to identify any end user operational failure that may happen because of IT service failure
- Set and measure service SLA
- Vendor and contract Management
- Launch new end user IT support initiatives both within TCS and customer environment
- Interface with back-end Teams to provide timely solutions for new requirements
- Provide data driven analysis to management about key improvement and opportunity area
- Drive end point compliance and interface for all internal and external audit
- Drive new tool adoptions by launching new campaign and coordinate with user functions
- Inventory management, incident management, change management & problem management
- Prevent IT Service SLA breach, in case of breach of SLA ensure vendor and contract management
- Setup preventive maintenance and alert mechanism to avoid any operational failure
- Lead and manage internal teams across multiple area of support under End User Services
- Lead extended vendor support team
- Coordinate with SME to provide technical expertise for complex end user issues
- Lead cross functional team for supporting any end user facing project/progra

**Job Types**: Full-time, Permanent

**Salary**: $60,000.00-$70,000.00 per year

Ability to commute/relocate:

- Montréal, QC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- IT support: 1 year (preferred)
- End user Support: 10 years (preferred)
- Windows platform (Win10 & Win11): 7 years (preferred)
- SCCM: 7 years (preferred)
- Patch management: 5 years (preferred)

**Language**:

- French (preferred)

Licence/Certification:

- CompTIA A+ (preferred)

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