Desktop Support Engineer

The Band 2 – Desktop Technician will provide day-to-day local and remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve hardware, software, and application issues in a ticketing system.

The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. The Desktop Support Engineer provides break-fix, fault diagnosis, and resolution. They will analyze faults related to various core operating systems and platforms, and support desktop fault resolution for the approved application suite.

Ideal candidates should have 2-3 years of experience in Windows Desktop support.

Requirements

• Must be able to speak French at an above business level.

a) Bachelor’s Degree or equivalent in Computer Science or a related field.

b) Minimum of 18 months of IT experience.

c) Experience with Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems.

d) Mobile device management including iOS and Android devices, enterprise encryption solutions, Windows PC/laptop management via Active Directory.

e) Proven analytical, troubleshooting, and problem-solving skills.

f) Proven ability to multi-task, effectively prioritize, and meet SLAs.

g) Excellent communication, relationship-building, and internal customer service skills.

h) Adaptable and flexible in a fast-changing industry and work environment.

i) Willing to work off-hours and weekends when required for projects or emergency support.