Deskside Support EUC L1

Iron Systems, Inc; Sarnia; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading company in technology solutions is seeking a Technical Support Specialist to deliver exceptional end-user support. The ideal candidate will manage ticketing systems, provide IT assistance during events, and help ensure customer satisfaction. A flexible and proactive attitude, along with strong communication skills, is essential for success in this role. Technical certifications in related fields are advantageous.

Qualifications

• Strong understanding of client-based Operating Systems.
• Proficient understanding of level 1 Helpdesk services.
• Excellent communication skills (English & Local language).

Responsibilities

• Provide customer-facing end-user support.
• Manage the ticket queue in the Remedy system.
• Provide IT support for on-site or off-site events.

Job description

Responsibilities

• Provide customer-facing end-user support.
• Break-fix support for Laptop, desktops, tablets and associated hardware peripherals
• IMAC support, including large-scale/bulk office moves/re-stack activities (all moves)
• Support for Operating System, base load software, MS Office suite and other business applications
• Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
• Access-related issues with smart card, passwords, and security; application configuration and troubleshooting; and general inquiries
• Support for the Mobility devices (IOS/iPhone/IPads)
• VIP and home-based office (HBO) user support
• Manage the ticket queue in the Remedy system and ensure they are resolved and closed within the defined service level maintenance
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform managed print service invoicing/meter read/polling report verification
• Perform end-user support-related security and controls and compliance-related tasks such as access reviews, risk assessments, controls verifications, facility inspections, and maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis
• Strong understanding of client-based Operating Systems
• Strong ticketing system experience
• Proficient understanding of level 1 Helpdesk services
• Strong understanding of end-user hardware
• Strong knowledge of client-based applications
• Proficient with common network protocols (TCP/IP) for device connectivity issues
• Excellent communication skills (English & Local language)
• Excellent customer engagement and customer service skills
• Strong desire to help, share, and assist others
• Excellent analytical skills, Work Ethic and Problem-solving skills
• Basic Safety knowledge in order to assist users with ergonomic equipment
• Ability to lift heavy equipment’s within stockroom
• Customer experience: CSAT focused on Customer is #1 Attitude
• Professional and courteous and Ability and patience to work in a highly dense client environment
• Flexible for travelling to remote sites/locations
• Technical Certification (Microsoft/HP/Dell) in a similar field will be an added advantage