Desktop Support Engineer

Astra North Infoteck Inc.; Calgary; On-site; CAD 50,000 - 80,000; Full time

Job summary

An established industry player seeks a dedicated Technical Support Specialist to enhance customer satisfaction through effective troubleshooting and support. In this role, you will address customer requests for installation, configuration, and maintenance of both hardware and software components. Your expertise will ensure seamless interconnectivity of desktop computers with diverse systems, while also providing valuable training to new hires. Join a collaborative team where your contributions will drive operational excellence and improve user experiences. If you are passionate about technology and customer service, this opportunity is perfect for you.

Qualifications

• 4-6 years of experience in technical support and customer service.
• Ability to troubleshoot and resolve hardware and software issues.

Responsibilities

• Provide technical support for hardware and software components.
• Document customer issues and resolutions for future reference.
• Train new hires and assist less experienced staff.

Skills

Customer Service

Technical Support

Troubleshooting

Documentation

System Upgrades

Education

Bachelor's Degree in Information Technology

Relevant Certifications

Tools

ServiceNow

AirWatch

UberAgent

Job description

Experience (Years): 4-6

• Address customer requests for installation, configuration, testing, and maintenance of hardware and software components.
• Respond to customer requests via phone and email in a timely and accurate manner.
• Maintain documentation of customer issues and their resolutions (KB).
• Provide support to customers in system upgrades, workstation installations, and other office tools.
• Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones, and telecommunications equipment.
• Install and support PC, laptop, tablet, and mobile hardware and software.
• Create alternative methods to complete tasks, correct user errors, and address system inconsistencies to improve desktop team functions.
• Participate in hardware and software reviews and recommend better solutions.
• Maintain inventory of installed software and hardware where applicable.
• Coordinate with hardware and software vendors to verify timely product delivery and ensure new equipment is operational on schedule.
• Analyze and recommend hardware and software standardization.
• Ensure desktop computers interconnect seamlessly with diverse systems, including validation systems, file servers, email servers, conferencing systems, application servers, and administrative systems.
• Document procedures, standards, best practices, configurations, settings, installation sequences, and back-out instructions.
• Provide training to new hires and less experienced staff as needed.
• Escalate complex issues to appropriate teams for resolution.
• Diagnose and resolve unique, non-recurring problems related to application software and operating systems; determine the source and classify their priority and nature.
• Understand company standards and delivery methods for respective tools.
• Knowledge of the following tools is considered an advantage: ServiceNow, AirWatch, UberAgent, and hardware-related certifications (e.g., PC, Laptop repair). Please submit any completed certifications.