IT Service Desk Engineer

Persistent Systems; Toronto; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading global SaaS company based in Canada seeks an IT Service Desk Engineer to provide support to local and remote employees. The ideal candidate will have experience in IT service desk environments, demonstrate strong problem-solving skills, and be adept at managing incidents and documentation. This role offers opportunities to grow in a dynamic environment with a focus on cutting-edge technologies.

Benefits

Competitive salary and benefits package

Culture focused on talent development

Opportunity to work with cutting-edge technologies

Annual health check-ups

Qualifications

• Minimum of 2 years of experience in a helpdesk or technical environment.
• Experience with hardware and software troubleshooting.
• Microsoft product or ITIL certifications are a plus.

Responsibilities

• Respond to and resolve hardware and software service requests.
• Manage the resolution of incidents/tickets per SLA processes.
• Provide internal support for products and support meeting room hardware.

Skills

Problem Solving

Analytical Skills

Communication Skills

Technical Documentation

Remote User Assistance

Education

BS in Computer Science or relevant work experience

Tools

MS Intune

JAMF Casper

Microsoft Office Products

Windows Operating System

MacOS

Job description

About Persistent:

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 12 of the 30 most innovative global companies, 60% of the largest banks in the US and India, and numerous innovators across the healthcare ecosystem.

Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum by reporting $360.2M revenue in Q3 FY25, delivering 4.3% Q-o-Q and 19.9% Y-o-Y growth. Our 23,900+ global team members, located in 19 countries, have been instrumental in helping the market leaders transform their industries. We are also pleased to share that Persistent won in four categories at the prestigious 2024 ISG Star of Excellence Awards, including the Overall Award based on the voice of the customer. We were included in the Dow Jones Sustainability World Index, setting high standards in sustainability and corporate responsibility. We were awarded for our state-of-the-art learning and development initiatives at the 16th TISS LeapVault CLO Awards. In addition, we were cited as the fastest-growing IT services brand in the 2024 Brand Finance India 100 Report. Throughout our market-leading growth, we’ve maintained a strong employee satisfaction score of 8.2/10.

About Position:

• Role: IT Service Desk Engineer
• Location: Dublin, Ireland
• Remote or Hybrid: Remote (Office visit based on business need)

Position Summary:

We are looking for a highly motivated and capable IT Service Desk Engineer to join the Global IT Service Desk team. You will be expected to provide support both onsite and remotely to all our employees. This is a great opportunity for someone with a few years IT Service Desk experience to take the next step in their career, to work as part of a dynamic and cutting-edge team for a leading global SaaS company.

What will you do:

• Responds to and resolves hardware and software service requests using a Ticketing system for local and remote employees.
• Manage the resolution of all incidents /tickets, per respective SLA processes and guidelines.
• Report escalations and potential issues to the IT Manager.
• Create documentation, using standard templates, for use by IT support teams and end users; perform content reviews and updates as needed.
• Support and troubleshoot incidents of medium complexity to resolution for local and remote employees.
• Configure new computers with standard images and prepare for deployment using Microsoft Intune and JAMF Casper.
• Provide telephony support; Polycom, Cisco, and mobile phone devices (iOS and Android), including softphone.
• Provide internal support for our products such as our suite and our Resolve.
• Provide in-room hardware support for Meeting Rooms including all aspects of AV (Crestron, Dolby, Logitech) and Room Wizard administration.
• Provide wireless device support (WLAN) for laptops, mobile devices, and tablets.
• Maintain documentation as required by management (assets inventory, knowledgebase, solutions etc.).
• Assist with employee moves, new hire desk setup in the office.
• Assist with receiving deliveries, unboxings, stockroom management.
• Prepare returned equipment for re-use using high sanitization/ hygiene protocols.
• Management of defective hardware, logging calls with vendors and arranging engineer site visits to repair damaged /faulty hardware.
• Hands-on experience with Windows 10 /Mac OS environments, computer peripherals, printers, and scanners.
• Provide support for Outlook, VPN, MS Office, One Drive, Windows Defender, web services and other software solutions.
• Ensure all meeting rooms are up to date and working through periodic testing, checking Windows updates, applying patches, and updating antivirus.

Qualifications (including knowledge, skills, abilities, and related work experience)

• Experience in writing and completing technical and end user documentation.
• Demonstrated organization and time management skills.
• Excellent problem solving, analytical, verbal, and written communication skills in the everyday environment.
• Understanding and application of Service Desk incident management practices.
• Ability to assist remote users.
• Able to communicate highly technical information as necessary to both technical and non-technical personnel.
• Must be reliable, dependable, flexible, and able to multi-task with priority.
• Able to manage incidents and tasks within SLAs.
• Experience managing both MacOS and latest Windows operating systems.
• Understanding of imaging technologies; MS Intune and JAMF Casper.
• Proficiency in hardware and software troubleshooting.
• Experience in supporting of Microsoft Office products, Office 365 for Windows and MacOS.
• Experience with cloud-based document storage solutions such as OneDrive.
• Microsoft product or ITIL certifications are a plus.
• Maintains excellent communication with users.

Functional/Technical Requirements (include education, certifications, and training)

• BS in Computer Science, or relevant work experience.
• Minimum of 2 years of experience in a helpdesk or technical environment.

Physical Demands / Work Environment

Light to medium physical exertion, routine bending, and lifting may be required.

Benefits:

• Competitive salary and benefits package.
• Culture focused on talent development with quarterly promotion cycles and company-sponsored higher education and certifications.
• Opportunity to work with cutting-edge technologies.
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards.
• Annual health check-ups.
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents.

Our company fosters a values-driven and people-centric work environment that enables our employees to:

• Grow both professionally and personally.
• Change the world in powerful, positive ways, using the latest technologies.
• Work on collaborative innovation, with diversity and work-life wellbeing at the core.
• Have access to global opportunities to work and learn with the industry’s best talents.

Let’s unleash your full potential at Persistent - persistent.com/careers