Desk Side Support Engineer

Skills Required: Windows & Mac Laptop Support, Office 365, ITSM

Job Description:

The Digital Workplace Team delivers simplicity, productivity, and delight in a remote-centric workplace. We are the team that provides the tools our coworkers need around the globe to collaborate with each other, deliver our products, and serve our customers.

We are looking for a highly motivated and capable IT Service Desk Engineer to join the Global IT Service Desk team. You will be expected to provide support both onsite and remotely to all GoTo employees. This is a great opportunity for someone with a few years IT Service Desk experience to take the next step in their career, to work as part of a dynamic and cutting-edge team for a leading global SaaS company.

Where you'll work: Quebec City, Canada (on-site)

Your Day to Day:

• Responds to and resolves hardware and software service requests using Ticketing system for local and remote employees.
• Manage the resolution of all incidents /tickets, per respective SLA processes and guidelines.
• Report escalations and potential issues to the IT Regional Manager.
• Create documentation, using standard templates, for use by IT support teams and end users; perform content reviews and update as needed.
• Support, troubleshoot, and be a point of escalation for incidents of medium and high complexity for local and remote employees.
• Configure new computers with standard image and prepare for deployment using Microsoft Intune and JAMF Casper.
• Provide internal support for GoTo products such as GoTo suite, LastPass and GoToResolve.
• Provide in-room hardware support for Meeting Rooms including all aspects of AV (Crestron, Dolby, Logitech) and Room Wizard administration.
• Provide wireless device support for laptops, mobile devices, and tablets.
• Maintain documentation as required by management (assets inventory, knowledgebase, solutions etc.).
• Assist with employee moves, new hire desk setup in the office.
• Assist with receiving deliveries, unboxings, stock room management.
• Prepare returned equipment for re-use using high sanitization/ hygiene protocols.
• Management of defective hardware, logging calls with vendors and arranging engineer site visits to repair damaged /faulty hardware.
• Hands-on experience with Windows 11 /Mac OS environments, computer peripherals, printers, and scanners.
• Provide support for Outlook, VPN, MS Office, One Drive, Windows Defender, web services and other software solutions.
• Ensure all meeting rooms are up to date and working through periodic testing, checking Windows updates, applying patches, and updating antivirus.

What We're Looking For:

• Experience in writing and completing technical and end user documentation.
• Demonstrated organization, project planning, and time management skills.
• Excellent problem solving, analytical, verbal, and written communication skills in the everyday environment.
• Advanced understanding and application of Service Desk incident management tools.
• Ability to assist remote users.
• Able to communicate highly technical information as necessary to both technical and non-technical personnel.
• Must be reliable, dependable, flexible, and able to multi-task with priority.
• Able to manage incidents and tasks within SLAs.
• A solid understanding of all major computer operating systems including MacOS and Windows 10. Some Linux knowledge is a plus.
• An up-to-date understanding of imaging technologies; MS Intune and JAMF Casper.
• Advanced proficiency in hardware and software troubleshooting.
• Demonstrated understanding of Microsoft Office products, Office 365 for Windows and MacOS.
• Experience with cloud-based backup solutions such as OneDrive.
• Microsoft product certifications are a plus.
• Maintains excellent communication with users

Functional/Technical Requirements

• BS in Computer Science, or relevant work experience.
• Minimum of 3 years of experience in a helpdesk or technical environment.

Physical Demands / Work Environment

• Light to medium physical exertion, routine bending, and lifting may be required.
• You'll be working towards a shared goal with an open-minded and cohesive team greater than the sum of its parts.