Desktop Support Engineer
Procom
montreal, QC, Canada
3d ago

On behalf of our client, Procom is seeking a Desktop Support Engineer for a 3 months contract in Montreal Quebec.

Desktop Support Engineer Job Details

  • Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals.
  • Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.

    Desktop Support Engineer 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
  • 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
  • Desktop Support Engineer Mandatory Skills

  • 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
  • Associate's Degree or equivalent experience required
  • A+ Certification recommended, MCTS, MCITP, MCPD, MCM preferred, ITIL Certification preferred
  • Desktop Support Engineer Assignment Length

    3 months

    Desktop Support Engineer Location

    Montreal, Quebec

    Desktop Support Engineer Start Date

    May 1st, 2019

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