Desktop Support Engineer

Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!; Montreal (administrative region); On-site; CAD 70,000 - 90,000; Full time

Job summary

A technology service provider is seeking a Desktop Management professional in Canada, Quebec, Montreal. You will manage desktop orders, coordinate with vendors and tech support, and ensure adherence to company policies while participating in various operational meetings. Candidates should possess 6-8 years of experience in desktop management and have excellent troubleshooting, documentation, and communication skills. This role may require extended support during business hours and offers a dynamic work environment.

Qualifications

• 6-8 years of experience in desktop management.
• Excellent hands-on experience in installation and troubleshooting of desktop applications.
• Good understanding of service management tools and enterprise security.

Responsibilities

• Receive and manage new desktop orders.
• Co-ordinate with vendors and tech support teams.
• Participate in various meetings and provide reports.
• Implement best practices and service improvements.
• Provide off-hours support as needed.

Skills

Desktop Management

MACI services

Site Inventory management

Enterprise Mobility

Documentation skills

Excellent communication

Tiered infrastructure understanding

Service Management tools

ITIL delivery processes

Troubleshooting MS Office

Job description

Required Skills

• Desktop Management - Infrastructure Services (IS)

Role Description

• Receive new desktop orders and provide MACI (Move, Allocate, Change and Install) services
• Co-ordination with vendor
• Co-ordinate with offshore and onsite tech support team
• Site Inventory management and maintenance
• Assist Stock Room management activities (Allocations, Disposals, leavers, Ticket Mgmt. etc.)
• Enterprise Mobility (Asset Mgmt., compliance activities, Ticket Mgmt. etc.)
• Mailbox Management
• Attend weekly Monthly review meetings with onsite and offshore team to generate and provide weekly monthly activity reports
• Coordination with Vendor related stakeholders
• Attend regular trainings and learn new technologies as required and conducted by the employer
• Adhere to policies of the Employer (e.g. Timesheet Mandatory trainings, etc.)
• Escalate the issues to management or next level as needed
• Provide support for asset disposal services
• Generate and provide weekly and monthly activity and other reports
• Escalate and Coordinate with remote support team at offshore to get the user issues resolved
• Identify and implement best practices, service improvements and transformation opportunities and share the same to global team
• Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings
• Flexible to be cross skilled for different roles in OSS
• Extended support off Business hours if applicable
• Implement the corrective preventive action identified
• Co-ordination with the other support groups and Domains
• Discuss management of risks in advance with the Domain Leads
• Ensure that the policies and procedures set by company are adhered to
• Escalating to higher management whenever required
• Report the status to the higher management
• Documentation on knowledge articles
• Other duties may be assigned to meet business needs
• Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage)
• Excellent experience in installation and troubleshooting MS office, Adobe Acrobat, MS Internet Explorer and other standard desktop applications
• Very good hands-on experience on Service management tools
• Good knowledge and implementation skill on Enterprise desktop security and end point protection management
• Exposure on mobility Support
• Excellent hands-on experience in installation and troubleshooting desktop, smart card Installations
• Handle User account issues, responsible to provide Remote Access Setup support, responsible for JML setup and process knowledge
• SNOW requests advise for PC accessories to Users Creation, administration and resolution of SNOW call incident tickets
• New Corporate mobile initial setup, other mobile issues (Supported by Shell)
• Excellent communication, data management and documentation skills are mandatory
• Ability to physically move PCs on the floor and to the desks
• Ability to communicate with the end users and executives (If needed)
• Ability to work as a team member with good team spirit
• Good understanding about tiered infrastructure

Experience Required

6-8 years