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.
End User Services Technician Level 2 (Desktop/Laptop/Mobility/Voice) • Brampton, Ontario, Canada
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