Desktop Support Engineer

  • Location

    Edmonton, Canada

  • Sector:

    IT Support & Tech

  • Job type:

    Temporary

  • Contact:

    John Jaikaran

  • Job ref:

    13582

  • Published:

    7 months ago

  • Duration:

    24.0

  • Expiry date:

    2019-11-24

  • Startdate:

    2019-11-04

Job Title: Desktop Support Engineer           

Type: Contract - 6 months

Location: Edmonton, Alberta

Starts: November 4th, 2019

 

POSITION SUMMARY:

  • Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals.
  • Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents.
  • Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.

 

POSITION DUTIES AND RESPONSIBILITIES:

  • Provide Level-2 technical support for supported desktops, laptops, and peripherals.
  • This includes the following activities:
  • Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.
  • Managing returns on warranted parts and systems.
  • Packaging and shipping replacement parts to customers.
  • Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers.
  • May participate in development of information technology and infrastructure projects.
  • Installing, supporting and troubleshooting approved desktop software.
  • Performing planned maintenance, moves, adds and changes.
  • Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN).
  • Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel.
  • Exercises judgment with defined procedures and practices to determine appropriate action.
  • Creating and maintaining images for standard systems.
  • Recommends hardware and software solutions, including new acquisitions and upgrades.
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
  • Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures.
  • Requires little day-to-day supervision.
  • Ability to work on call after hours as required

 

ADDITIONAL RESPONSIBILITIES:

  • Communicate effectively with multiple customers and co-workers.
  • This includes the following activities:
  • Consulting with the Service Desk on support calls.
  • Able to communicate highly technical information to both technical and non-technical personnel.
  • Providing Case status updates to management and end-users.
  • Providing phone support and diagnostics to remote customers.
  • Participating in training programs designed to educate customers about basic and specialized applications.
  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support

 

QUALIFICATIONS:

  • Strong customer service skills.
  • Reliability and a strong sense of responsibility.
  • Ability to work independently and take ownership.
  • Solid technical and analytical skills required.
  • Ability to troubleshoot, support, and repair software and hardware for desktop and laptop computers.
  • Knowledge of supported Microsoft Windows operating systems.
  • Experience with Active Directory administration.
  • Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office.
  • Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities.
  • Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues

 

EDUCATION and/or WORK EXPERIENCE:

  • Associate's Degree or equivalent experience required.
  • A+ Certification recommended,
  • MCTS, MCITP, MCPD, MCM preferred,
  • ITIL Certification preferred.
  • 2-4 years or more of related experience preferred