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End User Support

3 months ago

Montreal, Canada Axelon Services Corporation Full time
Job Title: - End User Computing (EUC) Level 3 Support
Location: Montreal, QC
Duration: 0-12 month(s)

Position Objectives:
  • The main objective of this position is to manage installation of software on workstations deploying standard packages, perform remediation actions of vulnerabilities and handle tickets that are escalated to the team.
  • Additionally help assessing the reports provided by Security teams to establish which actions are required to be taken and execute them.
  • The End User Computing member will provide appropriate support and coverage for day-to-day operation activities for end user community, assisting Service Desk teams with escalations and being the bridge between 1st and 2nd level support to the engineering team, 3rd level support.
  • Additionally this position is to work in the remediation actions of vulnerabilities discovered in desktops and laptops.
  • Those remediation actions include deploy new software to workstations using Microsoft management products and scripts, cleanup vulnerable and obsolete software installed on computers, develop scripts to update computer configurations, provide status reports of tasks, meet with the vulnerability management team and collaborate to identify and address the findings and some other related tasks.
Position Requirements:
  • 3 to 5 years performing 3 rd level support for end users and expertise with Microsoft Windows 10 including the operating system administrative settings, group policies and registry
  • Knowledge of Microsoft Endpoint Control Management (MECM) or old SCCM for packaging distribution and client management
  • Good knowledge of the Windows workstations build process, package deployment, patching etc.
  • Good knowledge of Active Directory
  • Good knowledge of scripting (Powershell, shell, VBS)
  • Good knowledge overall of networking infrastructure, firewalls, proxies, switches etc.
  • Knowledge of standard methodologies of Service Delivery (ITIL)
  • Excellent written and verbal communication skills
  • Availability to work eventually outside usual business hours (9am-6pm)
Position Responsibilities:
  • Provide 3rd level support for users and Service Desk teams
  • Resolve tickets from the IT Service Management system (ServiceNow)
  • Perform thorough morning and evening checks on some routines
  • Incident and Problem management: take ownership and work with team to resolve production related issues for level 3 within is remit
  • Remediate all the vulnerabilities identified on workstations
  • Deploy software via Microsoft Configuration Management (SCCM) with expertise to split the installation in waves, execute step-and-action procedures and use features to cleanup the previous version of software
  • Create and execute scripts to remediate vulnerabilities, deployments and clean up tasks