End User Support Technician - Brampton, Canada - BFG Enterprise Services
Description
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 onsite/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 onsite 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 onsite 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 offhour support to remote/offshore users as required.
- Train or provide guidance to endusers 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 walkup service (via ITHUB) for users who need immediate assistance with desktop (Apple/Microsoft) or mobility issues as required.
- Provide dedicated onsite resources at assigned and nonmanned sites at defined Loblaw, Shoppers Drug Mart, and remote office locations.
- Provide desktop and end user onsite 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 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 afterhours work.
BFGHP
Job Types:
Full-time, Permanent
Schedule:
- 8 hour shift
Application question(s):
- Do you have 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, oncall and callbacks 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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