End User Support Technician – Junior

4 hours ago

Toronto, Ontario, Canada Equifax Full time

Synopsis of the role

In this role, you will provide industry standard technical support to internal customers through in-person interaction five days a week in the office. You will prepare laptops for new employees to ensure they are technically functional on their first day at Equifax. You will assess the nature of system or service issues and resolve technical or user support problems through independent judgment and advanced problem-solving skills. You will use several systems for managing requests, tickets and incidents, specifically ServiceNow, Access Manager and Active Directory. You will share customer feedback to IT team. You will work closely with the global Help Desk team as they handle level 1 issues and will require you to be in office five days a week.

What you'll do
  • Provide Level 1, Level 2 and Level 3 end user software and hardware support.
  • Oversee and perform analytical, documentation-oriented tasks and hands-on technical tasks including design, implementation and management for Windows server and collaboration platforms (email, instant messaging and mobile device management).
  • Use standard technical solutions for laptops and desktops to push end user innovation.
  • Implement and manage backup, anti-virus systems, and system servers.
  • Ensure all user accounts, distribution lists, security groups, and computer server accounts are secured.
  • Maintain and support operating system and hardware.
  • Occasionally, you might have to provide on-call support.
What experience you need
  • 2+ years experience in either a technical support or customer service role.
  • 2+ years experience performing customer resolution and escalation
  • Skills should include laptop, mobile, and printer troubleshooting (Windows and Mac)
  • Experience in laptop imaging, provisioning of new systems, Audio/Visual support, mobile phone provisioning, and printer maintenance preferred.
  • System backup experience
  • Ticketing software experience (ServiceNow preferred)
What could set you apart
  • Support experience in a Cloud environment (GCP platform preferred)

This is an existing position.

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