Deskside Support Technician

Provide customer facing end-user support that includes:

- Break-fix support for Laptop, desktop, tablets, and associated hardware peripherals
- IMAC support including large scale/bulk office moves/re-stack activities (all moves)
- Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
- Support for the Mobility devices (Android/iOS/iPhone/iPads)
- VIP and home-based office (HBO) user support
- Imaging/Re-imaging end user systems on approved tickets
- Supporting End User Device Lifecycle Management as per Client policies and procedures
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform managed print service invoicing/meter read/polling report verification
- Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
- Provide technical orientation and training for new Client employees on existing systems and software
- Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.
- Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.
- Provide weekly reports as requested by Customer
- Implement best practices in the stores to resolve issues
- Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services
- Participate in team projects as requested.
- Support End-User data backup, storage and recovery Services for all End-Users
- Coordinate with End-User or other site staff to schedule on-site technical support visit in response to an Incident or IT Service Request, including security remediation services.
- Provide Smart Hands and Eyes Support - Support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection, etc.) and related operations (e.g., procure, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis), as required to meet Client computing requirements and per Client policies and procedures.
- Provide Smart Hands and Eyes Support for servers, network and security devices in site locations, as per Client policies and procedures.
- Provide concierge services as required by local staffing, including:

- Providing friendly and professional meet and greet and managing customer interaction during their entire experience at the ITSC
- Setting customer expectation ahead of possible allocation of case to ITSC agent if required
- Supporting customers on issues with Peripherals, and BYOD devices
- Provide information on IT/Client products and services
- Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac)
- Software installation/troubleshooting
- Mobile Device Management and Mobile Application Management

Type d'emploi : Temps plein

Salaire : 21,00$ à 29,00$ par heure

Avantages:

- Assurance Dentaire
- Assurance Vie
- Assurance Vision
- Congés de Vacances et Compensatoires

Horaires de travail:

- 8 Heures
- Du Lundi au Vendredi

Types de paie supplémentaire:

- Heures supplémentaires majorées

Capacité à faire le trajet ou à déménager:

- Markham, ON L6G 0B5: Faire le trajet sans problème ou prévoir un déménagement avant de prendre son poste (Obligatoire)

Expérience:

- Desktop support: 1 an (Souhaité)
- SCCM: 1 an (Souhaité)
- ServiceNow: 1 an (Souhaité)
- Active Directory: 1 an (Souhaité)
- Windows Remote Desktop: 1 an (Souhaité)
- iOS: 1 an (Souhaité)

Langue:

- French (Obligatoire)