Desktop Support Executive - Montréal, Canada - Epsilon solutions pvt ltd.

Epsilon solutions pvt ltd.

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Skills:

Strong English & local language proficiency and inter personal skills
Provide incident and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thinclient, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, Thumb drive, encrypted portable HDD, etc.
Experience in Windows & nonWindows Operating environment
Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component
Ability to participate in the design, architect and engineering of software deployments/installation process
Demonstrated ability to provide user support by means of remote access tools
Ability to communicate effectively with both Business/Management and Vendor resources & acquire knowledge from them

Good-to-Have Skills:

Role:

Deskside Support will provide incident and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thinclient, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, Thumb drive, encrypted portable HDD etc.
Incident handling: including troubleshooting, break fix; follows incident management process.
Service Requests: Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
Queue management for incident resolution and request fulfillment.
Desk side support provides support in both local language and English.
Perform ICMS and PC sign off on every PC deployment and collection
Flexible resources to cater for demand of standby or end user device related projects, without compromising daily BAU services.
Conduct end user device and related testing
Perform site inspection
Perform end user device inspection
Provide status update to the ticketing tools in a timely manner.
Assist in end user support or consultations.
Address daytoday desktop support process issues.
Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
In a timely manner, escalate to their manager & Deskside Support Lead when a recurring issue is beyond their control
Arranging onsite access & support, when required

IMAC's

Prepare new and existing equipment for deployment
Move existing equipment (PC, notebook, Thin Client, network printer etc....) and update configurations, as necessary
Change an existing hardware/software component and verify functionality upon completion
IMAC Update in CMDB
Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software which could not be installed by SCCM)
Provide a familiarization Training to enduser upon completion of a new PC install, if end user is available upon completion of install.

Job Types:
Full-time, Permanent

Salary:
$55,000.00 per year

Benefits:

Schedule:

Ability to commute/relocate:

Montreal, QC: reliably commute or plan to relocate before starting work (required)

Experience:

Work Location:
One location

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