End User Support Technician

1 week ago

Brampton North, Canada BFG Enterprise Services Full time

End User Support Technician - Apple/iPad/Microsoft Support

Job Expectations : Mobility (iOS, Android), Microsoft Windows, Apple MAC and iPad hardware/software support
Provide nationwide second level end user and on-site/remote support for iOS/Android/Windows/Mac devices.
Place orders for new phone activations and upgrades.
Recycle/reassign, decommission, and dispose of mobile devices.
Setup and deployment of new mobile devices for new hires and existing users.
Perform mobile device management through VMware Workspace ONE admin and Intune sites including device enrollment, software installation, unlocking devices, and maintaining accounts/devices.
Maintain inventory of corporate devices and accessories.
Package and ship out devices to remote locations.
Manage software licenses and maintain inventory of corporate devices.
Provide on-site hardware and software upgrades/rollouts as directed.
Provide setup, support and hardware service for telephone systems and assist with VOIP issues.
Provide video conference support during business hours to executive level meetings as requested.
Provide emergency on-site support Services including evenings and weekends, as requested.
Provide executive support ("White Glove") after hours to users that are at the VP level or above. This includes computers and mobile devices.
Provide off-hour support to remote/offshore users as required.
Train or provide guidance to end-users on how to create tickets on the Service Now system.
Provide facilities management assistance that includes HVAC, IT equipment, data cabling, and maintenance as directed by the customer.
Provide network management assistance that includes initial triage of issues, assisting network teams as required, and any maintenance as directed by the customer.
Escort all vendors as requested and directed by the customer.
Participate in the walk-up service (via ITHUB) for users who need immediate assistance with desktop (Apple/Microsoft) or mobility issues as required.
Provide dedicated on-site resources at assigned and non-manned sites at defined Loblaw, Shoppers Drug Mart, and remote office locations.
Provide desktop and end user on-site support for Mac OS and iOS devices.
Setup and deployment of new Apple corporate assets for new hires and existing users.
Perform Apple device management through VMware Workspace ONE admin site including device enrollment, software installation, unlocking devices, and maintaining accounts/devices.

Qualifications:
Post graduate degree in relevant Technology field
Apple/MAC and Microsoft/Windows computer, tablet, and mobile devices
Minimum 3 - 5 years of experience in a hardware break/fix environment
Previous experience providing Deskside services.
Excellent customer service skills
A+ Certification preferred
ITIL Certification preferred
Not required, French speaking/writing is a plus

Bona Fide Occupational Qualification:
Must always be available onsite during the scheduled business hours.
Must possess a valid Class G driver's license, and the ability to produce a clean driver's abstract upon hire.
Must be prepared to travel.
Must be prepared for after-hours work.

Job Types: Full-time, Permanent

Schedule:
8 hour shift

Application question(s):
Do you have 3 - 5 years of experience in a hardware break/fix environment?
Do you have previous Deskside services experience?
Are you able, willing and available to work overtime?
Are you able, willing and available to work rotational shifts to fully support our internal and external customers with 24/7 service?
Are you able and willing to work on rotating standby, on-call and call-backs to provide
Are you able and willing to travel to customer sites to perform after hours work?
Are you legally entitled to work in Canada?

Licence/Certification:
CompTIA A+ (preferred)
Class G driver's license (preferred)

Work Location: In person

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