End User Support Technician – Apple/iPad/Microsoft Support - 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 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.