Deskside Support

HCLTech; Fort McMurray; On-site; CAD 55,000 - 70,000; Full time

Job summary

A leading company in the IT support industry seeks a dedicated technical support specialist in Fort McMurray. The role involves troubleshooting hardware and software issues, providing exceptional customer service, and managing user profiles. Ideal candidates will have relevant technical experience and excellent communication skills, alongside an Associate Degree in Computer Science.

Qualifications

• Minimum 3 years of experience in technical support.
• Associate Degree in Computer Science or related field required.
• Must possess a valid driver's license.

Responsibilities

• Troubleshoot issues with desktops, laptops, and software applications.
• Provide 1st line technical support via phone and email.
• Deploy standard images on desktops using Endpoint manager/Intune.

Skills

Troubleshooting

Customer service

Communication

Windows operating systems

O365/M365 applications

Education

Associate Degree in Computer Science

Tools

IT Infrastructure tools

Endpoint manager/Intune

SNOW

Job description

Roles & responsibilities:

• Troubleshooting problems related to Desktop/Laptops, MAC, Windows operating systems and O365/M365 applications.

• Troubleshooting Unified communication tools such as Teams, Zoom video call related issues.

• Should be familiar with collaboration tools, meeting room equipment and meeting room checks.

• Must have exposure to Windows 10 and 11 migration, user profiles management, data backups.

• Troubleshooting Windows Profile, printers, shared drives related issues.

• Troubleshooting network connectivity issues.

• Deploying standard image on desktops and laptops using Endpoint manager/Intune.

• To provide 1st line technical support; answering support queries via phone and email.

• To maintain a high degree of customer service for all support queries and adhere to all service management principles.

• Familiarity with IT Infrastructure tools such as Azure AD, Endpoint manager/In tune, M365 etc would be preferred.

Technical Proficiencies:

• To take ownership of user problems and be pro-active when dealing with user issues.

• To log all calls on the call logging system. Ensure incidents, tasks and problems on ticketing system (SNOW) are logged and addressed within defined SLAs.

• Respond to inquiries from clients and help them resolve any hardware or software problems.

• To escalate more complex calls to the relevant IT Support member.

• To notify relevant staff to arrange for external technical support where problems cannot be resolved in house.

• Pre-build PCs. Good Experience in deskside support.

Required Skills and Experience:

• Minimum 3 years of experience

• Associate Degree in Computer Science or related field

• Exhibit HCL Technologies Guiding Principles

• Professional demeanor

• Excellent communication skills

Additional requirements:-

- Must possess a valid driver's license.