End User Support Technician

**End User Support Technician - Apple/iPad/Microsoft Support**

**Primary role**: Apple MAC and iPad hardware/software support

**Secondary role**: Microsoft Windows and Mobility (iOS, Android)

**Responsibilities**:

- Provide second level support to various client users through remote connection as well as on site support
- Provide dedicated on-site resources at assigned clients and remote office locations
- Provide resources for non-manned sites at defined client and remote office locations
- Provide desktop and end user on-site support for Mac OS and iOS devices
- Setup and deployment of new Apple corporate assets for new hires and existing user
- Perform Apple device management through VMware Workspace ONE admin site including device enrollment, software installation, unlocking devices, and maintaining accounts/devices
- Package and ship out devices to remote locations
- Manage software licenses and maintain inventory of corporate devices
- Provide on-site hardware and software upgrades/rollouts as directed
- Provide setup, support and hardware service for telephone systems and assist with VOIP issues
- Provide video conference support during business hours to executive level meetings as requested
- Provide emergency on-site support Services including evenings and weekends, as requested
- Provide executive support (“White Glove”) after hours to users that are at the VP level or above (This includes computers and mobile devices)
- Provide off hours support to remote/offshore users as required
- Train or provide guidance to end-users on how to create tickets on the Service Now system
- Provide facilities management assistance that includes HVAC, IT equipment, data cabling, and maintenance as directed by the customer
- Provide network management assistance that includes, initial triage of issues, assisting network teams as required, and any maintenance as directed by the customer
- Escort all vendors as requested and directed by the customer
- Participate in the walk-up service (via ITHUB) for users who need immediate assistance with desktop (Apple/Microsoft) or mobility issues as required

**Qualifications**:

- Post graduate degree in relevant Technology field
- Apple/MAC and Microsoft/Windows computer, tablet, and mobile devices
- Minimum 3 - 5 years of experience in a hardware break/fix environment
- Previous experience providing Deskside services
- Excellent customer service skills
- A+ Certification preferred
- ITIL Certification preferred
- Not required, French speaking/writing is a plus

**Bona Fide Occupational Qualifications**:

- Must be available onsite at all times during the scheduled business hours
- Must possess a valid Class G driver's licence, and the ability to produce a clean driver's abstract upon hire
- Must be prepared to travel
- Must be prepared for after hours work.

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

Schedule:

- 8 hour shift

Application question(s):

- Do you have 3 - 5 years of experience in a hardware break/fix environment?
- Do you have previous Deskside services experience?
- Are you able, willing and available to work overtime?
- Are you able, willing and available to work rotational shifts to fully support our internal and external customers with 24/7 service?
- Are you able and willing to work on rotating standby, on-call and call-backs to provide
- Are you able and willing to travel to customer sites to perform after hours work?
- Are you legally entitled to work in Canada?
- What are your minimum salary expectations?

Licence/Certification:

- CompTIA A+ (preferred)
- Class G driver's license (preferred)

Work Location: One location