Desktop Technician

As an Endpoint/Deskside technician, you will be responsible to solve client issues in an effective and timely manner as prescribed in Service Level Agreement (SLA). If you want to thrive in a dynamic & collaborative workplace, Client provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there’s no limit to what you can accomplish here.

Responsibilities:

• Assist and support front-line operation support teams in solving advanced technical issues with guidance and coaching.

• Be the liaison with Engineering teams collaborating for resolution of complex desktop problems, communicate technical information and implementation of corrective and innovative solutions to front-line operations support teams.

• Resolve escalated cases and advanced technical scenarios related to Endpoint Management Software, Applications, Microsoft products, and hardware and peripherals.

• Work with front-line operation teams in implementing of new endpoint initiatives, providing associated training and Knowledge Articles as required for end-user support global teams.

• Software and Application deployments, including targeting & packaging, patching & updates, inventory control, and security baselining

• Image computers and ship them to end users

• Basic breakfix to repair Dell devices

• Support automated management process for employee endpoints, providing them a seamless and efficient end-user experience to enable productivity.

• Monitor and analyze gaps building processes to rationalize, troubleshoot and escalate technical problems with endpoint management clients, client inventory, application deployments and security patching.

• Basic MacOS troubleshooting. Loading images onto Apple devices.

Required Technical and Professional Expertise

• 4 years’ experience customer service and support of Windows Operating systems in a global enterprise environment from both software and hardware troubleshooting standpoint.

• and technologies such as AD, DNS, Exchange, and Citrix.

• 2 years of experience with Configuration Management, MDM and Deployment methods with SCCM and Intune.

• Basic experience in troubleshooting and working with Apple devices is an added advantage.

• Experience with deployment methods including inventory control, security baselining, patching, software, and application deployments.

• Understanding of Windows 10 new features, feature updates, and industry best practice processes.

• Understanding of Microsoft Patching Cycles & Policies, best practice processes. (ex. WSUS, Win10 Update Rings)

• Knowledge of new and emerging enterprise technologies (ex: Azure, Intune, Windows Analytics, Autopilot)

• Understanding of Office 365 or Microsoft 365 technology and any other client support or project interaction.

• Active technical certifications would be an asset.

• ITIL-Foundation and Agile experience an asset.

Physical Requirements for Endpoint role :

• The ability to lift 25/50 pounds regularly. Moving Monitor/Printers boxes.

• The ability to move safely over uneven terrain or in confined spaces. Running cables at desk locations.

Preferred Technical and Professional Expertise

• Exceptional verbal and communication skills

• Unparalleled Listening and Comprehension capabilities

• Proven service industry front line experience with handling high value/critical customers

• Ability to type 35-40 words per minute to capture important details on a call for documentation