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