Deskside Support Technician - Saint-Laurent, Canada - Iron Service Global Inc

Description

Provide customer facing end-user support that includes:

• Break-fix support for Laptop, desktop, tablets, and associated hardware peripherals
• IMAC support including large scale/bulk office moves/restack activities (all moves)
• Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
• Support for the Mobility devices (Android/iOS/iPhone/iPads)
• VIP and homebased office (HBO) user support
• Imaging/Reimaging end user systems on approved tickets
• Supporting End User Device Lifecycle Management as per Client policies and procedures
• Coordinate with vendors for provision of enduser support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform managed print service invoicing/meter read/polling report verification
• Perform enduser support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for onsite or offsite events and meetings including site setup, coordination with venue IT/AV contacts and standby support
• Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
• Provide Oncall support if required outside business hours on a rotational basis
• Provide technical orientation and training for new Client employees on existing systems and software
• Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.
• Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.
• Provide weekly reports as requested by Customer
• Implement best practices in the stores to resolve issues
• Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services
• Participate in team projects as requested.
• Support End-User data backup, storage and recovery Services for all End-Users
• Coordinate with End-User or other site staff to schedule onsite technical support visit in response to an Incident or IT Service Request, including security remediation services.
• Provide Smart Hands and Eyes Support
• Support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection, etc.) and related operations (e.g., procure, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis), as required to meet Client computing requirements and per Client policies and procedures.
• Provide Smart Hands and Eyes Support

for servers, network and security devices in site locations, as per Client policies and procedures.

• Provide concierge services as required by local staffing, including:
• Providing friendly and professional meet and greet and managing customer interaction during their entire experience at the ITSC
• Setting customer expectation ahead of possible allocation of case to ITSC agent if required
• Supporting customers on issues with Peripherals, and BYOD devices
• Provide information on IT/Client products and services
• Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac)
• Software installation/troubleshooting
• Mobile Device Management and Mobile Application Management

Type d'emploi :
Temps plein

Salaire : 21,00$ à 29,00$ par heure


Avantages:

• Assurance Dentaire
• Assurance Vie
• Assurance Vision
• Congés de Vacances et Compensatoires

Horaires de travail:

• 8 Heures
• Du Lundi au Vendredi

Types de paie supplémentaire:

• Heures supplémentaires majorées

Capacité à faire le trajet ou à déménager:

• Markham, ON L6G 0B5: Faire le trajet sans problème ou prévoir un déménagement avant de prendre son poste (Obligatoire)

Expérience:

• Desktop support: 1 an (Souhaité)
• SCCM: 1 an (Souhaité)
• ServiceNow: 1 an (Souhaité)

Active Directory: 1 an (Souhaité)
Windows Remote Desktop: 1 an (Souhaité)

- iOS: 1 an (Souhaité)


Langue:

• French (Obligatoire)