A combination of on phone support for internal CAA Associates and onsite support
Support tasks for this position include incident handling, problem identification, ticket Management (logging and tracking), troubleshooting, resolution, hardware and software support, incident, and problem escalation
Provide 1st, 2nd level technical support for Windows 10, O, remote connectivity as well as several business specific applications
Experience in managing devices in Intune
Provide support in a Citrix environment
Provide support to virtual desktops in an Azure environment
Management, setup and maintenance of all IT equipment onsite, this includes printers, Video conferencing and other IT assets
Setup and configuration of new hardware and software
Educate users on how to use systems and applications as required
Asset Management of Desktops, Laptops, Monitors and Printers
Document and maintain Desktop Support procedures
Create Knowledge Base articles as required
Various projects as assigned by Management
Occasional travel to various retail store locations will be required
Who you are :
Preferably Bilingual in French and English
Post-Secondary education or Diploma in computer science or Information Technology
A minimum of four years’ experience within a customer service-oriented Information Technology environment including in-depth experience in providing technical support and quality customer service
Excellent time management, analytical and problem-solving skills
Ability to work effectively and productively within a team environment
Knowledge of ticketing management systems
Knowledge of PC, laptop and printer hardware and software
Proficient in:
Office – Azure Management
Windows 10, remote diagnostic and problem resolution
Citrix
Azure Virtual desktops
VPN Connectivity
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Desktop Support Analyst • Mississauga, ON, CA
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