Desktop Support
IT/IQ TECH RECRUITERS
Vancouver, BC
1d ago

Responsibilities

  • Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
  • Provide an excellent client experience by presenting the face of our client’s Digital Systems department in a polite, courteous, and professional manner in all avenues
  • Assist staff with the installation, configuration and ongoing usability of computers, mobile devices, peripheral equipment and software within established standards and guidelines
  • Work with vendor support contacts to resolve technical problems with computing equipment and software
  • Work with Tier1 / Service Desk, Tier3 / Network & Server Ops, and Tier3 / Client Technology teams as appropriate to determine and resolve problems received from clients
  • Interact with numerous computer platforms in a multi-layered client-server environment
  • Ensure that users can work seamlessly with diverse systems including file servers, email servers, computer conferencing systems, application servers, and administrative systems
  • Train and orient staff on the use of hardware and software
  • Recommend and / or perform upgrades on systems to ensure longevity
  • Work with procurement staff to purchase hardware and software
  • Assess functional needs to determine specifications for purchases
  • Provide service and support to clients in person, or via phone, email, or chat
  • Field incoming help requests from end users in local and remote locations via ticketing system, work diligently on requests, and provide updates to users in a timely fashion
  • Maintain incident and request history through said ticketing system
  • Maintain local network policies, practices, security measures and control documentation
  • Assist in preparing, revising and maintaining procedures and documentation in Knowledge Base articles
  • Participate in special projects as requested
  • Provide input to IT service management about processes including service desk, service requests, knowledge base, and problem management.
  • Escalate more complex calls to the relevant IT support member.
  • Arrange for external technical support where problems cannot be resolved in house. Follow up with internal support providers and third-party service providers until issues are resolved.
  • Manage, resolve and / or escalate areas of conflict with cross-functional issues.
  • Collaborate with clients to determine and understand business requirements.
  • Other responsibilities as required or as assigned.
  • Top Skills Required

  • 2 - 4 recent years of experience in a Tier 2 support role within a corporate office environment
  • Strong customer, quality, and results orientation
  • Excellent verbal, written, and presentation skills
  • Experience providing support for Mac OS and Apple products in an enterprise environment
  • Experience with JAMF, NoMAD, Apple Enterprise Connector, and InTune on Mac a plus
  • Thorough understanding of Windows 10, and Office 2016 and 365
  • Experience supporting users on, and working with, Exchange Online
  • Excellent and extensive troubleshooting skills
  • Extensive experience with an incident management / ticketing system is a must
  • Knowledge of computer hardware, software, general technology, and remote diagnostics and support tools is necessary
  • Knowledge of mobile devices, especially iOS-based devices, operating in an ActiveSync environment is a necessity
  • Working knowledge of client / server networking systems
  • Experience supporting senior employees, executives, and C-Suite management a major asset
  • Experience supporting multi-function Xerox printers, notably AltaLink models
  • Familiarity with tools such as Service Now, Azure Online, SCCM, Active Directory, Desktop Authority, a plus
  • Familiarity with Microsoft InTune a plus
  • Experience in customer service or service / hospitality industry recommended
  • Must be legally eligible to work in Canada
  • Why work with us?

  • Build a long-term relationship with an experienced recruitment expert
  • Access to the hidden’ job market opportunities across Canada that aren’t posted on job boards
  • Get a high-level understanding of market dynamics affecting your industry
  • Gain insight into the culture of the company you’re applying for before submitting your profile
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