Desktop Support Engineer

  • Location

    Montreal, Canada

  • Sector:

    IT Support & Tech

  • Job type:

    Temporary

  • Contact:

    Mansi Maheshwari

  • Job ref:

    14390

  • Published:

    3 months ago

  • Duration:

    24.0

  • Expiry date:

    2020-09-09

  • Startdate:

    2020-09-21

Job Title: Desktop Support Engineer

Type: Contract - 6 month (possibility of extension)

Location:
 Montreal, QC, H3N 1X9

Starts: September 21, 2020

Ends: March 19, 2021

General Information:
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 SLA's while maintaining a high level of customer satisfactions.

POSITION DUTIES AND RESPONSIBILITIES:
Provide Level-1 technical support for supported desktops, laptops, and peripherals. This includes the following activities:
  • Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers
  • May participate in IT projects
  • Installing, supporting and troubleshooting approved desktop software onsite & via SCCM
  • Performing planned installs, maintenance, moves, adds and changes
  • Provide support services to employees with technical problems issues involving desktop, laptops, mobile devices 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
  • Provide feedback and make recommendations to appropriate teams for creation and maintenance of standard images
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions
  • Troubleshooting and resolving technical incidents including network connectivity issues
  • Ability to work on call after hours as required
  • Communicate effectively with multiple customers and co-workers
  • Able to communicate 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, as well as onsite desktop support
  • Participating in training programs designed to educate customers about basic and specialized applications
  • Escalate unresolved issues to management promptly. Identify potential multi-user issues and escalate accordingly
  • Provide feedback and recommendations, and create / update KBA (Knowledge Based Articles)
QUALIFICATIONS:
  • Ability to work independently and take ownership
  • Strong technical and analytical skills required
  • Intermediate knowledge of supported Microsoft Windows operating systems
  • Intermediate knowledge of supported Microsoft Windows 10
  • Intermediate experience with Active Directory administration
  • Intermediate knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office 2016
  • Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
  • Experience troubleshooting local area network (LAN) and VPN connectivity issues
EDUCATION and/or WORK EXPERIENCE:
  • Associate's Degree or equivalent certification and experience required
  • A+ Certification recommended, MCTS, MCITP, ITIL Certification preferred
  • minimum 6 months of related experience
  • Experience working in corporate environment will be considered an asset
SPECIAL CONDITIONS:
  • (Travel, work environment, physical demands, certificates, licenses etc.)
  • Ability to travel as required
  • Ability to lift 50 Lbs (printers, desktop machines, etc.)