It Technical Support Agent

We are Systematix and we are looking for a Tech Support Agent with proficiency in Microsoft, Google and Apple environments to fill a 6-month+ contract position with one of our National Media Clients in their Toronto office.

ABOUT THE PROJECT

Our client is looking for a team of IT agents who will be responsible for the migration of mobile devices as part of the UEM - Unified Endpoint Management project. Under the direction of the Project Coordinator, you will be responsible for meeting with users and assisting them in the process of migrating their corporate iOS and Android devices from Google Endpoint Manager to Microsoft Intune.

You will assist users in several steps of their device migration; data backup, OS update, Intune enrollment and configuration of corporate mobile tools. You may be required to deal with new issues related to the migration and must be able to analyze device and software issues to ensure the transition. You may also be required to help support users in multiple areas of the organization by working with the 1st level support teams in Montreal or Toronto.

ABOUT THE RESPONSIBILITIES

• Follow up on requests and incidents;
• Prepare new computers or mobile devices;
• Provide level 1 support to users for software, hardware, multimedia, and network issues, escalating to level 2 supportas needed;
• Clarify and validate customer needs;
• Assist users in backing up and restoring corporate data on iOS and Android;
• Identify problematic situations;
• Update OS of computers and mobile devices of employees;
• Follow established work processes;
• Configure Google and Microsoft enterprise tools on mobile devices;
• Propose different solutions to complex needs; Create and update documentation for the team;

ABOUT THE REQUIREMENTS

• Knowledge of Apple ABM and Samsung Knox is an asset;
• Good communication and outreach skills with users;
• Knowledge of technology problem diagnostics is required; Knowledge of ITIL prescribed support processes;
• Two (2) or more years of experience providing computer support to users over the phone and on-site;
• Proficiency with iOS and Android mobile device operating systems;
• Bilingualism (French / English) is a strong asset, but NOT required
• Knowledge of common diagnostic and antivirus/anti-spyware software;
• College diploma in computer science or a D.E.P. in computer support;
• Proficiency in Microsoft, Google and Apple environments;
• Knowledge of physical installation and configuration and installation of computer and mobile device operating systems is required;

ABOUT THE ROLEThis is a 6-month, 100% in-office (downtown Toronto), full-time contract 36.25h/week - 5 shifts of 7.25h/day: Monday to Friday between 7am and 6pm (excluding travel hours) and very occasionally on Saturdays and Sundays between 7am and 6pm. There will be frequent travel across Canada and travel time will be billable. There will be 1 renewal option of 3 months.

APPLY NOW

If you are interested in finding out more, please contact us or submit your resume to [email protected]. Or, if you know someone who meets these qualifications, please forward this assignment opportunity to them.