Network/Operations - Desktop Support Engineer
Diverse Lynx
Edmonton, AB, CA
5d ago

Job Title : Network / Operations - Desktop Support Engineer

Location : Edmonton, Alberta

Responsibilities :

  • Provide Level-2 and Level-3 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 lead the 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.
  • 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.
  • Troubleshooting and resolving intermediate LAN connectivity incidents.
  • Ability to work on call after hours as required
  • 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.
  • Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction.
  • Analyzes problem trends and develops ideas to achieve problem resolution
  • Qualifications :

  • Ability to work independently and take ownership.
  • Solid technical and analytical skills required.
  • Ability to manage IT / Desktop initiatives and organize projects.
  • Thorough knowledge of supported Microsoft Windows operating systems.
  • Intermediate Experience with Active Directory administration.
  • Thorough 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
  • Education and / or Work Experience :

  • Associate's Degree or equivalent experience required.
  • A+ Certification recommended.
  • MCTS, MCITP, MCPD, MCM preferred.
  • MCSA, MCSD and MCSE preferred. ITIL Certification preferred.
  • 4-6 years or more of related experience preferred
  • Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination.

    All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role.

    We promote and support a diverse workforce across all levels in the company.

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