Deskside Support Technician

Job Title : Deskside Support Technician

Job Type : 1-year contract (with contract extensions up to 3 years)

Location : 100 Queens Quay E, Toronto, ON, M5E 1Z2

Shift Schedule : Monday to Friday, 9 AM to 5 PM (may require evenings and weekends to complete projects or maintenance on systems)

Days / Hours : 37.5

Parking : Parking NOT included

Pay Rate : $28-31 / hour INC or

and 2

level support via the Corporate and Retail Queue for Windows, MacOS, Manufacturing and Point of Sales Systems (phone, email, and in-person)

• Responsible for onboarding, offboarding and access requests
• Record, track and escalate incidents via the ITSM system, Service Now
• Configure and support workstations, setup tablets, cell phone devices and Audio / Visual conferencing technologies
• Configure and image workstations, laptops, Point of Sales and other computing equipment as required
• Configure / support printers, copiers, IP Phones and various other peripheral devices
• Support and implementation of Audio / Video conferencing technologies
• Coordinate with IT team on issues requiring escalation
• Perform security and operating system updates, software deployment and troubleshooting
• Coordinate with IT Operations team members on issues requiring escalation (Enterprise Applications, Infrastructure and Cybersecurity) such as WAN and network availability
• Provide exceptional service to all departments using available resources while meeting set SLAs
• Document technical procedures for new technologies as well as update / maintain existing technical documentation Experience, Education and Designations :
• A post-secondary education in Information Technology or equivalent
• ITIL Foundations, A+, Network+, M365 and Managing Modern Desktops and Devices MD-101T certifications are considered assets
• A minimum of 3 to 5 years of experience in ITSM, ServiceNow, providing technical support to 1000-2000 end-users, hardware (desktop / laptop / IOS), Microsoft Windows and Office troubleshooting experience
• A minimum of 3 to 5 years of experience in deployment, support, and management of meeting rooms (AV hardware), imaging, endpoint and MDM, Intune and JAMF Pro
• Must have experience creating and managing user Accounts within Active Directory and Office365
• Experience with organizational change requests in Office 365, Active Directory, MS Exchange
• Experience supporting Windows 10, Mac OSX, IOS, and Android operating systems
• Experience providing support to organizations that enforce proxy service, MFA / SSO and 2FA
• Experience with virtual desktop and thin clients in an enterprise multi-site environment
• Demonstrated experience enforcing standards policies and procedures

Working Conditions :

• Work in offices, manufacturing facilities, environmentally controlled server rooms
• May require travel to local or international sites, conferences and / or seminars
• Lifting items up to 22 pounds may be routinely required
• Participate in a compensated rotation schedule of After-Hours Support
Il y a 4 jours