Process engineer Jobs in Laval, QC

Job Title:

Desktop Support Engineer / IT Infrastructure Support Analyst

Department:

Infrastructure Services (IS)

Job Summary:

We are seeking a skilled Desktop Support Engineer to provide onsite and remote technical support for end users. The ideal candidate will have strong troubleshooting skills, experience in desktop/laptop support, and the ability to manage IT assets while ensuring compliance with data security standards. This role requires excellent communication skills, including bilingual proficiency in English and Canadian French.

Key Responsibilities:

End-User Support

• Provide technical support to end users for desktops, laptops, mobile devices, and peripherals.
  
• Diagnose and resolve hardware and software issues in a timely manner.
  
• Deliver excellent customer service and handle user queries effectively.
  

Desktop & Device Management

• Install, configure, and troubleshoot operating systems (Windows) and related software.
  
• Perform PC builds, OS installations, and system configurations for new joiners.
  
• Manage and execute PC refresh activities as per defined targets.
  
• Apply system updates, patches, and configuration changes.
  

Infrastructure & Hardware Support

• Troubleshoot issues related to Dell hardware and other desktop/laptop devices.
  
• Provide basic support for servers, networking devices, firewalls, and cabling.
  
• Assist with network-related troubleshooting and connectivity issues.
  

IT Asset Management

• Manage, maintain, and protect physical IT assets.
  
• Track and document hardware/software inventory and usage.
  

Event & Meeting Support

• Provide technical setup and support for meetings, conferences, and events.
  
• Support Teams meeting rooms and collaboration tools.
  

Service Delivery & Compliance

• Ensure adherence to Information Security and Data Compliance policies.
  
• Meet SLAs for incidents and service requests (target: 100% compliance).
  
• Participate in audits and ensure proper documentation.
  

Collaboration & Coordination

• Coordinate with offshore teams and third-party vendors for issue resolution.
  
• Participate in weekly/monthly customer meetings and provide activity reports.
  
• Provide on-call support during weekends or after business hours when required.
  

Mobility & Field Support

• Travel to nearby client locations to provide onsite support when necessary.
  

Required Skills:

Technical Skills

• Strong troubleshooting skills for desktops, laptops, and Windows OS
  
• Experience with hardware installation, configuration, and maintenance
  
• Knowledge of Dell hardware and peripherals
  
• Basic understanding of:
  • Servers
    
  • Network devices
    
  • Firewalls
    
  • Cabling
    
• Experience with software installation, patching, and updates
  
• Familiarity with Microsoft Teams meeting room setup and support
  

Soft Skills

• Excellent communication and customer-handling skills
  
• Strong problem-solving and analytical abilities
  
• Ability to work independently and in a team environment
  
• Good listening and interpersonal skills