Deskside Support Technician

Exchange Technology Services; Winnipeg; On-site; CAD 42,000 - 65,000; Full time

Benefits offered by this job

Salary & benefits

RRSP matching

Employee share plan

Onsite gym

Phone plan

Professional development

Collaborative environment

Job summary

Exchange Technology Services in Winnipeg seeks a Deskside Support Technician to provide on-site and remote hardware/software support, manage incidents, and uphold SLA commitments. You will work with ConnectWise Manage, coordinate service calls, document activities, and collaborate with the Provisioning Team.

A technical degree and 2+ years in field services or desktop support are expected; willingness to travel, valid driver’s license, and strong customer service skills are essential.

Qualifications

• Bachelor’s degree or college diploma in IT or related field is preferred.
• 2+ years in Field Services/Desktop Support required.
• Experience with MS Office, Office 365, SharePoint/OneDrive, Azure, Exchange required.
• Experience building/repairing computer hardware and knowledge of components.
• Experience with Active Directory, Windows OS, imaging tools, and troubleshooting networking.

Responsibilities

• Provide on-site and remote hardware/software support to end-users.
• Troubleshoot issues and deploy/maintain hardware at client sites.
• Manage service tickets using ConnectWise Manage; document activities and mileage.
• Coordinate service calls and preventive maintenance with clients.
• Maintain asset tracking records for hardware deliveries/returns.
• Prepare regular performance and incident reports.
• Attend weekly/monthly team meetings and participate in service improvements.

Skills

Technical Support

Troubleshooting

Customer service

Teamwork

Task prioritization

Attention to detail

Communication skills

Driver's license

multitasking

Education

Bachelor’s or college diploma in IT or related field

Tools

ConnectWise Manage

MS Office 365 / SharePoint / OneDrive

Azure / Exchange

Job description

About Us

Exchange Technology Services is a leading IT consulting company in Winnipeg and part of the Exchange Income Corporation's family of companies. We provide a wide range of services, including Managed IT, Project Management, Business Intelligence, Cyber Security, Digital Transformation, Training Services, Installation Services, and Telecommunications across Canada and the US.

If you are looking for a fast-paced career, serving enterprise customers and managing diverse IT projects, we invite you to join us.

Our work environment is dynamic, filled with learning opportunities, exciting and challenging projects, and a chance to make a positive impact on clients’ businesses. We value teamwork, fun, and achieving amazing results together.

Job Overview

Reporting to the Service Desk Manager and working closely with the Provisioning Team Lead, the Deskside Support Technician is responsible for providing technical support to end-users, troubleshooting issues, deploying and maintaining hardware at client sites, and providing excellent customer service in line with client service level agreements (SLAs).

Key Responsibilities

• Managing incidents and requests, ensuring timely resolution of high-priority and time-sensitive requests
• Using ConnectWise Manage (CWM) to manage, document, and update all assigned service tickets, including accurately logging mileage and field time
• Maintaining documentation, including accurate logs of technical activities, hardware changes, and client interactions
• Communication with clients regularly, including coordinating service calls, installations, and preventive maintenance
• Offer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies
• Deliver responsive, professional on-site support for desktops, laptops, peripherals, network connectivity, and basic server functions, including assisting clients in real time with requests raised through the Service Desk
• Maintain clear and timely communication with Service Desk staff, keeping them informed of any planned site visits during normal business hours, including the expected time of return
• Be available to work outside of normal business hours, including weekends, when situations or business needs arise and urgent client site work is required
• Collaborate with Hardware Analysts and the Provisioning Team Lead, as needed, to deploy, configure, and retrieve hardware
• Maintain asset tracking records and documentation for hardware deliveries and returns, and track IT tools, hardware inventory, and consumables
• Participate in IT Services as assigned (e.g., backups/restoration, thread prevention, etc.)
• Submit regular performance and incident reports
• Attend mandatory weekly/monthly team meetings and contribute to team discussions and service improvement initiative
• Follow internal policies, data protection protocols, and industry-standard safety procedures
• Maintain a professional appearance by wearing company-branded attire during all client visits
• Additional responsibilities as assigned.

Qualifications

Education & Experience

• Bachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset
• 2+ years of experience in a Field Services or/and Desktop Support role within the IT industry required
• Previous experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required
• Previous experience building and repairing computer hardware, and a working knowledge of past and existing computer hardware components & technologies required
• Previous experience with Active Directory, Domain Services, and Windows Operating Systems (Consumer/Server) required
• Working knowledge of imaging tools, endpoint protection platforms, and troubleshooting networking issues and standard enterprise hardware required
• Familiarity with ConnectWise Manage or similar service management/ticketing systems required
• Previous experience in a Customer Service or/and Helpdesk Environment is preferred.

Knowledge, Skills & Abilities

• Technical Support and Troubleshooting skills
• Analytical skills with the ability to solve complex issues
• Excellent customer support and customer service skills
• Strong interpersonal skills with a client-focused mindset
• Ability to work well in a team
• Strong ability to prioritize tasks and meet deadlines
• Strong attention to detail and accuracy
• Proactive, results-driven approach to problem-solving in the field
• Professional verbal and written communication skills
• Must possess a valid driver’s licence and be willing to travel regularly to client locations
• Experience in a fast-paced environment with multitasking responsibilities

Working Conditions

• Must be able to obtain and maintain a clear criminal record check
• Physically able to perform all listed job duties
• Able to lift and carry up to 50lbs
• This role involves working in a variety of environments and includes regular interaction with staff and members of the public
• Field-based role requiring daily travel to client sites and head office
• Company van (Subject to availability) and tools provided for work-related duties.
• On Call/Shiftwork as required to provide after-hour client support, including occasional weekend work for critical support tasks
• Various shifts at a fast pace to meet service level requirements of our clients

What We Offer

• Competitive salary and benefits package
• Registered Retirement Savings Plan with Company Matching
• Employee Share Purchase Plan
• Onsite Gym
• Subsidized Phone Plan
• Opportunities for professional development and career growth
• Collaborative and innovative work environment

Methods and procedures described or implied in the job profile may be altered to accommodate employees.

Please note, Exchange Technology Services is an equal opportunity employer. We are committed to building a diverse and inclusive workplace and encourage applications from all qualified individuals. Accommodations are available upon request throughout the recruitment process. Please reach out to [e-mail] if you have any questions.

Exchange Technology Services uses Artificial Intelligence (AI) to generate candidate summaries based on information provided in the candidate's application and resume. These summaries are intended to support, but not replace, human review during the recruitment process. We do not use AI to make any final hiring or interview decisions.