Here's a snapshot of what client is looking for
Title : Service Desk Engineer
Location : AB Edmonton, AB T5J 3B1
Skill Requirements :
Provide professional assistance to internal and external customers by providing shared service support for any of, or combination of, end user PC support, asset management & reporting, image management and deployment, anti-
virus administration, patch management and deployment, or software deployment. Able to resolve issues with any of the shared services program offerings and work with infrastructure, security, or enterprise application teams as necessary.
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 :
Update asset tracking records into a centralized asset database for any IMAC-D change to a laptop or desktop.
Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers
May participate in development of information technology and infrastructure solutions as new external projects are initiated
May design, create and seek customer approval of proposed application test parameters prior to formally implementing the deployment and procedure of patch and software via shared services tools.
Create, install, support and troubleshooting of approved desktop software via shared service automated software deployment tool.
Utilizing shared services tool to create standard or customized reports for further analysis of assets and software distribution.
May plan but also will execute maintenance, moves, adds and changes within the shared services realm of project scope.
Provide support services to employees with technical problems and information technology issues involving anti-virus administration, patch management issues and deployment, or issues involving software deployment.
Provides timely resolution of problems or escalation of shared services program issues on behalf of customers and project team members to appropriate technical personnel
Exercises judgment with defined procedures and practices to determine appropriate action. May provide continuous process improvement feedback to improve operational efficiency.
Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
Gather customer requirements to create images for standard or specialized 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
Communicate effectively with multiple customers and co-workers. This includes the following activities :
Consulting with external project team members
Able to communicate highly technical information to both technical and non-technical personnel
Providing Case status updates to management, project team members and end-users
Providing phone support and diagnostics to remote customers and project team members
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
Strong attention to detail
Follows established procedures and will continuously look for opportunities to proactively enhance
Strong technical and analytical skills, specifically in the areas of image and software package development
Reliability and a strong sense of responsibility
Ability to work independently and take ownership
Ability to troubleshoot, support, and repair issues related to the shared services tools & project scope
Advanced level expertise of supported Microsoft Windows operating systems
Intermediate level expertise with Active Directory administration
Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
EDUCATION and / or WORK EXPERIENCE :
Associate's Degree or equivalent experience required
A+ Certification, MCITP : Windows 10 certification
MCITP : Windows Server 2016 certification preferred
ITIL Certification preferred
Experience with Microsoft SCCM (certification preferred)
Experience using Microsoft SCCM OSD imaging or Microsoft MDT based imaging.
Experience using scripting tools such as PowerShell
4-6 years or more of related experience preferred