Desktop Support Engineer

HCL Technologies Limited; Port Moody; On-site; CAD 40,000 - 60,000; Full time

Job summary

HCL Technologies Limited is seeking a deskside support specialist in Port Moody, Canada to provide 1st line technical assistance for desktops, laptops, and Windows/M365 issues. The role involves troubleshooting Teams, meeting room equipment, and user profile management, with exposure to Windows 10/11 migrations, data backups, printers, and shared drives.

You will log calls in SNOW and meet defined SLAs, escalating complex cases as needed.

Qualifications

• Associate Degree in Computer Science or related field.
• Excellent communication skills.

Responsibilities

• Troubleshooting problems related to Desktop/Laptops, Windows operating systems and O365/M365 applications.
• Troubleshooting Unified communication tools such as Teams video call related issues.
• Familiarity with collaboration tools, meeting room equipment and meeting room checks.
• Must have exposure to Windows 10 and 11 migration, user profiles management, data backups.
• Troubleshooting Windows Profile, printers, shared drives related issues.
• Troubleshooting network connectivity issues.
• Deploying standard image on desktops and laptops using Endpoint manager/Intune.
• Provide 1st line technical support; answering support queries via phone and email.
• Maintain a high degree of customer service for all support queries and adhere to service management principles.
• Take ownership of user problems and be proactive when dealing with user issues.
• Log all calls on the call logging system. Ensure incidents, tasks and problems on ticketing system (SNOW) are logged and addressed within defined SLAs.
• Respond to inquiries from clients and help them resolve any hardware or software problems.
• Escalate more complex calls to the relevant IT Support member.
• Notify relevant staff to arrange external technical support when problems cannot be resolved in house.
• Pre-build PCs. Good experience in deskside support.

Skills

Windows troubleshooting

O365/M365

Teams issues

Deskside support

Endpoint manager/Intune

Azure AD

SNOW ticketing

Customer service

Education

Associate Degree in Computer Science

Tools

Endpoint manager/Intune

Azure AD

M365

Job description

• Troubleshooting problems related to Desktop/Laptops, Windows operating systems and O365/M365 applications.
• Troubleshooting Unified communication tools such as Teams video call related issues.
• Should be familiar with collaboration tools, meeting room equipment and meeting room checks.
• Must have exposure to Windows 10 and 11 migration, user profiles management, data backups.
• Troubleshooting Windows Profile, printers, shared drives related issues.
• Troubleshooting network connectivity issues.
• Deploying standard image on desktops and laptops using Endpoint manager/Intune.
• To provide 1st line technical support; answering support queries via phone and email.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Familiarity with IT Infrastructure tools such as Azure AD, Endpoint manager/In tune, M365 etc would be preferred.
• To take ownership of user problems and be pro-active when dealing with user issues.
• To log all calls on the call logging system. Ensure incidents, tasks and problems on ticketing system (SNOW) are logged and addressed within defined SLAs.
• Respond to inquiries from clients and help them resolve any hardware or software problems.
• To escalates more complex calls to the relevant IT Support member.
• To notify relevant staff to arrange for external technical support where problems cannot be resolved in house.
• Pre-build PCs. Good Experience in deskside support.

Required Skills and Experience:

• Associate Degree in Computer Science or related field
• Excellent communication skills

Additional requirements:-

• - Must possess a valid driver's license.