Field Service Lead/Manager
Maarut Inc
Downtown Montreal, QC, ca
1d ago
  • 8 to 10 years core experience in Onsite support (Field services)
  • French speaking (MUST)
  • Lead / people management experience
  • Customer and escalation management experience
  • Experience in handling field services operations through partners
  • Experience in managing partner Contracts and SoW’s
  • Managing BAU operations for multiple sites / geographies
  • SLA and OLA governance
  • Reconciling and reporting at all levels
  • Thorough experience on End user computing technologies and tools
  • Manage Desktop estate (hardware, software and connectivity) incidentsthrough to resolution.
  • Support, Manage, Optimize and Maintain the configuration andinstallation of the Desktop, to include, but not limited to, patch updates,hardware replacements, with spares provided by vendor.
  • Good experience with Service management tools ex Service now
  • Should have good expertise on EUC tools, AD, remote support tools,office 2010 / 2013, and outlook.
  • Knowledge and experience in leading hands and feet support teams
  • Good experience of working in tandem with Service desk and other relatedteams to optimize Field services.
  • Preferable to have a good understanding of Lync, VPN, VDI and Citrixenvironments
  • Analyze Service Desk operations for Desktop Devices and incident data toidentify and advice Customer of any potential user training requirement andautomation.
  • Manage teams delivering Desktop Devices (hardware and software)incidents through to resolution.
  • Managing client estate for updated security profiles and anti-virussoftware on all Desktop Devices and take appropriate action in the event ofnon-compliance with security requirements
  • Manage teams providing VIP / VVIP support for Desk side issues percontract and be point of contact at the site for all IT related issues if noother IT support team unavailable like for MI calls.
  • Well versed in ITIL process of Incident, Change, Problem, ServiceRequest and related activities like spare and buffer stock management
  • Ability to identify proactive and preventive measures andoperationalize them to create & ensure pleasant end user experience. Haveautomation mindset
  • Requirements

  • French speaking (MUST)
  • 8 to 10 years core experience in Onsite support (Field services)
  • Should have good expertise on EUC tools, AD, remote support tools,office 2010 / 2013, and outlook.
  • Preferable to have a good understanding of Lync, VPN, VDI and Citrixenvironment
  • ITIL Certification
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