End User Services Technician Level 2 (Desktop/Laptop/Mobility/Voice)

BFG Enterprise Services; Brampton; On-site; CAD 45,000 - 65,000; Full time

Job summary

BFG Enterprise Services is seeking a Level 2 technical support professional in Canada to provide both remote connection and onsite assistance. The role focuses on ITHUB walk-in support with duties including desktop support, asset deployment, and hardware upgrades across multiple office locations, with after-hours and weekend availability as required.

The candidate will train users on ticket creation in ServiceNow, assist with VoIP and video conferencing, and coordinate with Loblaw/SOM for

Qualifications

• Post-secondary education in a relevant technology field.
• 3–5 years of hardware break/fix experience.
• Experience providing deskside support.
• Excellent customer service and communication skills.
• A+ certification preferred.
• Network+ or Cisco certification preferred.

Responsibilities

• Provide dedicated onsite support at assigned Loblaw, SDM, Medi, SHN, and affiliate office locations.
• Provide onsite support at non-manned Loblaw and SOM office locations as scheduled by the customer.
• Provide desktop and end-user onsite support and services.
• Set up and deploy new corporate assets.
• Perform onsite hardware and software upgrades as directed.
• Provide setup, support, and hardware services for telephone systems and assist with VoIP-related issues.
• Provide video conferencing support during business hours for executive-level meetings, as requested (VP level or above).
• Provide onsite support services for scheduled changes, including evenings and weekends, as required.
• Provide emergency onsite support services, including evenings and weekends, as requested.
• Maintain an incident ticket for all applicable support requests.
• Provide executive-level white-glove support after hours to users at the VP level or above, including support for computers and mobile devices.
• Provide support to offshore users as required.
• Train end users on how to create tickets through the ServiceNow system.
• Install or assist with the installation of network equipment as requested and directed by the customer.
• Provide facilities management assistance, including support for HVAC, IT equipment, data cabling, and maintenance, as directed by the customer.
• Provide network management assistance, including initial issue triage, support to network teams as required, and maintenance activities as directed by the customer.
• Escort vendors as requested and directed by the customer.
• Obtain Loblaw/SOM pre-approval for any materials required to complete a service request under the Statement of Work (SOW).
• Provide a Service Technician within four (4) hours of dispatch for higher-priority issues.
• Participate in walk-up support through the kiosk for users requiring immediate assistance with desktop or mobility-related issues, as required.

Skills

Customer service

Deskside support

Communication

Education

Post-secondary education in a relevant technology field

Tools

A+ certification preferred

Network+ or Cisco certification preferred

Job description

Role: Provide Level 2 technical support to client users through remote connection and onsite support. This role is primarily focused on ITHUB walk-in support but may vary based on business needs and as directed by the Supervisor.

Responsibilities and Duties

• Provide dedicated onsite support at assigned Loblaw, SDM, Medi, SHN, and affiliate office locations.
• Provide onsite support at non-manned Loblaw and SOM office locations as scheduled by the customer.
• Provide desktop and end-user onsite support and services.
• Set up and deploy new corporate assets.
• Perform onsite hardware and software upgrades as directed.
• Provide setup, support, and hardware services for telephone systems and assist with VoIP-related issues.
• Provide video conferencing support during business hours for executive-level meetings, as requested (VP level or above).
• Provide onsite support services for scheduled changes, including evenings and weekends, as required.
• Provide emergency onsite support services, including evenings and weekends, as requested.
• Maintain an incident ticket for all applicable support requests.
• Provide executive-level white-glove support after hours to users at the VP level or above, including support for computers and mobile devices.
• Provide support to offshore users as required.
• Train end users on how to create tickets through the ServiceNow system.
• Install or assist with the installation of network equipment as requested and directed by the customer.
• Provide facilities management assistance, including support for HVAC, IT equipment, data cabling, and maintenance, as directed by the customer.
• Provide network management assistance, including initial issue triage, support to network teams as required, and maintenance activities as directed by the customer.
• Escort vendors as requested and directed by the customer.
• Obtain Loblaw/SOM pre-approval for any materials required to complete a service request under the Statement of Work (SOW).
• Provide a Service Technician within four (4) hours of dispatch for higher-priority issues.
• Participate in walk-up support through the kiosk for users requiring immediate assistance with desktop or mobility-related issues, as required.

Qualifications

• Post-secondary education in a relevant technology field.
• Minimum 3–5 years of experience in a hardware break/fix environment.
• Previous experience providing deskside support services.
• Excellent customer service and communication skills.
• A+ certification preferred.
• Network+ or Cisco certification preferred.

Bona Fide Occupational Requirements

• Must possess a valid Class G driver's licence.
• Must be able to provide a clean driver's abstract upon hire.
• Must be prepared and willing to travel as requested by the Supervisor.
• Must be prepared and available to work after hours, including evenings and weekends, as requested by the Supervisor.