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Desktop Support Technician

2 months ago

Greater Quebec City Metropolitan Area, Canada Axiom Technologies Full time

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at

Axiom Technologies is an Equal Opportunity Employer and encourage applicants from all backgrounds and gender to apply, including, Aboriginal and Torres Strait Islander candidates

JOB DESCRIPTION

  • Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs.
  • Troubleshoot, diagnose and resolve the tickets (Hard IMAC and break fix) that needs onsite intervention.
  • Coordinate with higher level remote support teams and Supplier’s Service Desk teams for ticket resolution.
  • Utilize Known Error Database (KEDB) to perform onsite support tasks.
  • Participate in war rooms for critical incident management when required or at Customer’s discretion.
  • Resolve incidents at end-users’ desks when resolution cannot be achieved by remote support.
  • Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service with OEM.
  • Provide Smart hands and feet support for audio / video conferencing devices in alignment with the operating model.
  • Plan, schedule and fulfil all IMAC (Install, Move, Add, Change) requests according to defined processes, approvals.
  • Request, coordinate and facilitate visits when required for IMAC in alignment with the operating model.
  • Follow the Customer’s requirements and procedures for escorting vendors and guests during facilitation of visits.
  • Update CMDB records during the IMAC process where appropriate to make sure that added/removed devices and
  • spare parts are reflected properly in the Customer system(s).
  • Manage use of any manufacturer warranty and technical support to limit repair cost and facilitate incident resolution.
  • Install and test replacement parts for supported devices.
  • Schedule supported device installation, Software and Hardware activity with End User at their convenience to minimize
  • disruption.
  • Coordinate physical move of end user devices within same office (performing physical move of end user devices
  • outside of the office is out of scope).
  • Manage any end-user Service Requests (e.g., desktop, mobile) which require local interaction at the supported sites.
  • Desk side assistance for IT devices (laptop, desktop, and mobiles).
  • Provide loaner device to authorized Customer end users in case of break-fix to continue end users work, utilizing
  • Customer provided List of Authorized Users
  • Perform soft IMAC, Image loading where this cannot be executed remotely using Customer provided tools.
  • Inform Customer end user on expected resolution time on for active Incidents in assigned incident queue.
  • Provide onsite depot support for receiving, shipping, packing, update AMDB / CMDB, apply asset tag, imaging, staging,
  • storing the devices and spare parts at Customer provided facilities.
  • Keep device levels (pool), installation of pool devices with standard image, personalizing of exchange device,
  • coordination of OEM according Customer requirements.
  • Consult with Customer prior to and during ordering of new devices.
  • Provide smart hands support for onsite Server and Networking devices with remote support supervision.
  • Deskside support services and other duties as required.

IT Skills and Experience

  • Desired Experience:
  • Computer OS/Peripherals troubleshooting
  • Handling Different PC Operating Systems ( Windows 7/8 and 10)
  • Performing Hardware Software Installation ( understanding of deployment tools like SCCM)
  • Basic knowledge of SOE and group policies
  • Printer support
  • Good knowledge of MS Office tools installation & troubleshooting
  • Excellent customer service and people skills
  • Field experience supporting a variety of technologies and services
  • Advanced technical abilities including solid troubleshooting skills applicable to Windows, Apple, and virtual operating systems
  • Ability to manage time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure

Personal Attributes:

  • Excellent End-user computing skills.
  • Good knowledge of Infrastructure support.
  • Strong analytical and problem-solving capabilities
  • Well organized and extremely detail-oriented
  • Strong customer service ethic and great communication skills, both oral and written
  • Passionate about delivering quality no matter what you are doing
  • Can work both independently and in a collaborative team-oriented environment
  • A self-starter, motivated to push the limits and think outside of the box
  • Fondness for solutions that are simple, elegant, and effective
  • Ability to work with and maintain confidential information

In-depth knowledge of:

  • Windows OS (e.g. XP, Vista, Windows 7, 10)
  • Microsoft Office applications
  • PCLaptop hardware
  • PCLaptop peripherals, including printers
  • Mobile devices

Basic knowledge of:

  • Active Directory
  • Exchange
  • Apple OS
  • SCCM
  • Basic knowledge on French Language.

Experience in a similar role

  • Requires 3 to 5+ years of related work experience
  • Sound knowledge of imaging tools (SCCM, MDT, PXE)
  • Sound knowledge of data backup and recovery tools
  • Installing, upgrading, migrating and deploying Windows 10/11 in large enterprise environments
  • Configuring hardware, software, network connectivity, active directory, mobile devices

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to