Description
Ensure customer expectations are set and consistently met or exceeded.
Manage methods and results to I.T. mission, vision and values.
Acting as a liaison between the Canada regional IT and Cadence global IT to ensure that regional issues are managed to expectations.
Assist in managing and maintaining correct levels of IT Hardware stock with the team through strict adherence to policies and procedures.
Manage vendor relationships with Hardware / Software service providers.
Manage your tickets to our specified SLAs, ensuring calls and requests are logged in the central Service Desk system and customer issues are responded to in a timely fashion.
Support Cadence’s local or remote Canadian users with desktop and Server HW / SW issues with the highest service quality and customer satisfaction.
Support the implementation and usage of global standards, policies, guidelines and procedures.
Providing induction training for end-users in using basic tools used at Cadence.
Assist various business units with upgrades and enhancements needed for Cadence product certification on various systems.
Assist management to define / modify new policies and procedures as required.
Assist / partner in leading bi-weekly technical meetings for your peers.
Own 1-2 remote sites and provide support remotely and occasional travel for site visits / support.
Team player, ensure the success of your teammates as we meet or exceed customer expectations.
Requisites :
Bachelor Diploma degree in Computer Science or equivalent.
3 years of Desktop support or Service Desk experience in a blended environment of Microsoft and Apple technologies with Active Directory, Exchange, MS Office, etc.
Mac / JAMF support experience
Experience with Asset management.
Strong understanding of SCCM
Strong knowledge of Microsoft products : Windows 10, Office 365, Anti-Virus SW, Desktop Imaging and Management, remote management tools, VPN tools.
Strong understanding on networking protocols like TCP / IP, DHCP a must.
Nice to have :
Familiarity with Cisco network equipment.
Understanding of Linux / UNIX.
Certifications in Microsoft & Cisco technologies like MCP, MCSA, MCSE, and CCNA.
ITIL Foundations V.3 or V.4 certification
Customer-centric and Service minded.
Knowledge of Lenovo, Dell and Apple Hardware
Experience in performing PC / laptop imaging.
Excellent working knowledge of MS desktop applications and other standard Cadence desktop applications.
Strong understanding of Active Directory
Willingness to work with Network and Server teams and grow skills beyond Deskside scope
We’re doing work that matters. Help us solve what others can’t. We welcome applications from candidates with disabilities and in equity seeking groups.
If you have accessibility needs during the application and interview process, we encourage you to make your needs known.
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