Desktop Engineer

krg technology inc; Montreal (administrative region); On-site; CAD 45,000 - 65,000; Full time

Job summary

krg technology inc is seeking a proactive IT Help Desk Technician to diagnose and resolve hardware, software, and network issues for end users in a fast-paced environment.

You will work with onsite staff, manage user access, support Mac and Windows environments, and escalate incidents to meet SLA commitments. Experience with Macintosh administration and common tools like Apple Remote Desktop is a plus.

Qualifications

• 3-5 years of help desk, customer service and support experience with hardware, software and networks.
• Phone support experience is necessary.
• Technical troubleshooting and problem-solving skills required.
• Experience with Mac and Windows environments is expected.
• Exposure to SME support in Blackberry, VPN, MS Office etc. is a plus.

Responsibilities

• Provide hardware/software/network problem diagnosis and resolution for end users.
• Route problems to onsite hands and feet support staff.
• Coordinate relationships with vendors and support staff.
• Administer User Access and Exit controls.
• Mass upgrades and patch management of Mac OS and software.
• Installations, moves, adds, and changes (IMACs).
• Engage in root cause analysis and major incident reports.

Skills

Excellent troubleshooting

Phone support

Problem management

Multi-project management

Team player

Interpersonal effectiveness

Education

B.Sc. or Diploma

HDI CSS / MCP/MSCE

Tools

Remote Desktop (RDP)

TeamViewer

MS Office Suite

Apple Remote Desktop

Deploy Studio

Package Maker

FileWave

Casper

VPN

Job description

Direct : 661-367-8000 Ext : 304

Job Description

• Provide specialized hardware / software / network problem diagnosis / resolution for customer’s end users (specialized Office Support / Blackberry / VPN)
• Route problems to onsite hands and feet support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Experience in Administration of Macintosh base environment
• Experience in supporting production environment comprising of MAC machines.
• Good hands on experience on MAC OSX Snow Leopard, OS Lion, Mountain Lion & Mavericks
• In depth knowledge of Apple Mac client and server operating systems.
• Client Management tools such as Apple Remote Desktop, Deploy Studio, Package maker, FileWave & Casper would be a plus
• Open / Active Directory integration
• Scripting, programming and other languages (Python, Ruby, C, C++, Objective C) would be a plus
• Basic knowledge of Windows based systems Experience Required
• Excellent interpersonal skills with the ability to influence both I.T. and the business
• Exposure/ Troubleshooting knowledge to most common Macintosh applications like Adobe apps, Quark Xpress, MS Office and Final Cut Pro (FCP) would be added advantage.
• Mass upgrades and patch management of Mac OS and Software
• Product installation and application patches deployment
• Administration and maintenance of existing packages

2. PRINCIPAL ACCOUNTABILITIES

• Work closely with onsite support staff to obtain technical knowledge and to permanently solve chronic problems.
• Training: Be willing to impart on the job and commercial training designed to enhance skills and support capabilities.

3. KNOWLEDGE, SKILLS & EXPERIENCE

• 3-4 yrs of University education post High school (B.Sc. or Diploma)
• 1-2 yrs diploma in Information Technology. Preferred MCP/MSCE/MSCA or HDI CSS.
• 3-5 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
  • Windows Operating systems Windows 7, XP, 2000, 98
  • Servers: Windows 2000, 2003, 2008
  • Remote desktop connectivity applications: RDP, pcAnywhere Teamviewer
  • MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • PDA, tablets, iPads and phone support
  • Others: Adobe suites and other common desktop applications
• Experience in SME support in specialized desks like Blackberry, VPN, MS Office etc.
• Management and System Administration of MAC workstation and Server
• Problem Management & Escalations
• Analysis on performance
• Should have excellent troubleshooting abilities – to reduce the overall incident resolution time
• Back-up and Recovery Services
• Upgrades and Patch management
• BCP/DR Implementation and Support
• Root cause analysis and preparing Major Incident Reports
• Installations, moves, adds, and changes (IMACs)
• Engineering of SA-related solutions for project and operational needs
• Should be able to work in an on-site/off-shore model – ensuring seamless communication with the offshore team to achieve service Levels
• Able to work well with little direction and in a team atmosphere
• Ability to manage multiple projects each with critical deadlines simultaneously
• Research and recommend innovative, and where possible automated approaches for system administration tasks
• Ensure maximum um availability of Infrastructure by providing a quick turnaround of resolution times

4. DIMENSIONS

• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
• Ability to learn new information quickly and the willingness to do so at all times.
• Ability to work flexible hours from time to time to cover for other help desk staff

5. COMPETENCIES

• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality

6. KEY BUSINESS CHALLENGES

• Meet or exceed current client and team SLA
• Keep up-to-date on new technologies and end customer technologies

Additional Information

All your information will be kept confidential according to EEO guidelines.