End User Support Technician - North York, Canada - BFG Enterprise Services

BFG Enterprise Services
BFG Enterprise Services
Verified Company
North York, Canada

2 weeks ago

Sophia Lee

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Sophia Lee

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Description

End User Support Technician - Apple/iPad/Microsoft Support

Primary role:
Apple MAC and iPad hardware/software support


Secondary role:
Microsoft Windows and Mobility (iOS, Android)


Responsibilities:


  • Provide second level support to various client users through remote connection as well as on site support
  • Provide dedicated onsite resources at assigned clients and remote office locations
  • Provide resources for nonmanned sites at defined client 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 user
  • Perform Apple device management through VMware Workspace ONE admin site including device enrollment, software installation, unlocking devices, and maintaining accounts/devices
  • 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 off hours 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

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 Qualifications:


  • Must be available onsite at all times during the scheduled business hours
  • Must possess a valid Class G driver's licence, 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 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?
  • What are your minimum salary expectations?

Licence/Certification:

  • CompTIA A+ (preferred)
  • Class G driver's license (preferred)

Work Location:
One location
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