Bilingual Deskside Support Specialist

Location Montreal, Canada
JobType Permanent
Salary
Reference 15147

Job Title: Bilingual Deskside Support Technician

Type: Full time, Permanent

Location: Royal mount, Montreal, QC, H4P 2T4

Start Date: As soon as possible

Days/Hours: Monday to Friday/ 8:00 AM to 5:00 PM

Hours/Week: 40

GENERAL ACCOUNTABILITY

The Managed Services – Services Technician (Deskside Support Specialist) will report to the Service Delivery Manager and is responsible for providing primarily onsite support but may also provide virtual remote support.

SPECIFIC ACCOUNTABILITIES

Support

  • Provide L2 onsite support for desktops, printers, and office/meeting room peripherals
  • Provide L1 Service Desk overflow phone support when available
  • Responsible for the ongoing maintenance of the company’s desktop environment
  • Review, Action, Update and Close service tickets as assigned
  • Assist customer employees with computer problems and answer their questions
  • Provide end user training and concierge services as needed
  • Stay current with planned end user device support requirements through in-person and web based training
  • Collaborate with existing vendors to evaluate the new technology that is available and make recommendations to management on using that technology

Deployments

  • Receive and maintain deployment inventories including unpacking, staging, tagging, imaging, and secure storage
  • Deploy desktops and peripherals following deployment schedules, documentation and checklists to verify functionality of hardware and software components
  • Perform network connections for new desktops, printers, and office/meeting room peripherals
  • Provide user training for new functions and features of new devices
  • Retrieve retired/replaced inventories including wiping, re-imaging, re-packaging, and shipping
  • Perform complex hardware and/or software upgrades to existing end user devices
  • Perform complex moves, adds, changes of computer equipment
  • Updating asset inventories
  • Provide project status updates

Maintenance

  • Perform troubleshooting to determine and resolve most hardware or software malfunctions for end user devices, and office and meeting room peripherals
  • Maintain equipment as per manufacturer specifications
  • Perform root cause analysis for user device issues, and recurring/trending problems
  • On occasion provide onsite infrastructure support for server, storage and network devices with direction from remote technical teams

Coverage

  • You will be available for regular work assignments during business hours (8am-5pm)
  • Some evening and weekend project assignments
  • As part of a team you will be part of a 7x24 on-call rotation
  • Consult with IT support and design departments to make sure that network expansion projects are in line with the company’s plans
  • Monitor the performance of the company’s desktop infrastructure and make suggestions for improving efficiency

QUALIFICATION (EDUCATION, EXPERINCE, KNOWLEDGE, SKILLS, AND ABILITIES)

  • Bi-lingual French/English mandatory
  • College or University education or equivalent work experience
  • A+ Certification and MCP preferred
  • Minimum of 4 years of related job experience
  • Experience supporting various operating systems
  • Strong written and verbal communication skills
  • A sense of urgency to complete tasks and assignments
  • Insatiable desire to create new opportunities for our clients
  • Ability to work professionally and efficiently in stressful situations
  • High level of integrity and honesty
  • Ability to take direction and follow practices and procedures consistently and accurately
  • Good time management skills and
  • Ability to work independently as well as in a team environment
  • Experience with a desktop productivity suite
  • Must have a valid driver’s license and vehicle and a clear driving record abstract is required
  • Must be able to lift a minimum of 40 lbs. on a regular basis

PHYSICAL REQUIREMENTS – DEMANDS ANALYSIS

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements – Demands Analysis

Handling maximum of 21-65 lbs.

  • Lifting
    1. 5- 65 lbs. (occasional) – low level lifting
    2. 5- 65 lbs. (frequent) - waist level lifting
    3. 5-65 lbs. (rare) – above shoulder lifting
    4. 5- 65 lbs. (occasional) – front carry
    5. 5-65 lbs. (rare) – side carry
    6. Pushing/Pulling (hand carts and dollies)
    7. 60-100 lbs. (occasional)

Sitting/driving (constant)

  • Trunk rotation (rare)
  • Crouching/squatting/kneeling/crawling (occasional)
  • Walking and standing (frequent)
  • Climbing stairs (occasional)
  • Hand use (frequent)

As a condition of employment, this job is subject to the successful completion of the following pre-employment conditions: Reference Checks, Criminal Background Checks, Driver’s Abstract and valid driver license if required for the role.