Support Centre Desktop Specialist Jobs

• Intermediate knowledge of ITIL v3 or later and ITSM best practices.

• Knowledgeable in CSV process.

• Expert knowledge of Microsoft Windows operating systems.

• Experienced in Group Policy Objects (GPO’s), Active Directory security and compliancy configurations.

• Solid knowledge of protocols such as DNS, HTTP, LDAP, SMTP and SNMP.

• Strong problem solving and communication skills.

· Rigorously document and manage issues using our tracking system, with a sharp focus on clarity and detail.

· Offer "Smart Hands" support for AV, Telephony, and Network teams.

Demonstrable experience in intricate installs, moves, adds, and changes of computer equipment.

Strong written and verbal communication capabilities, complemented by the ability to take detailed notes.

Aptitude to prioritize and manage tasks effectively under pressure.

A+ Certification would be a distinct advantage.

Strong time management skills, particularly the ability to prioritize a multitude of tasks.

Knowledge of Active Directory and creation/management of users

Willingness to learn new skills and acquire additional education as required

College diploma in Information Systems or equivalent experience and or education

Setup laptops and peripherals for local and remote locations

Competency in Nicola Wealth Product and service offerings (within 6 months of obtaining position)

To guide, and act as mentor to the Support Management team as they deliver a unique service, providing high quality information

5+ years of Experience in IT Desktop Support

High Level role to Lead, coordinate and assist the desktop support technicians. Manage the day to day activities of the support

Excellent analytical and problem-solving skills

Should have knowledge on SD operation and tools

Technicians and provide technical support, training and guidance to staff. Assumes duties as a desktop support technician when assigned.

Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management).

Feed into Major Incident Management and Problem Management processes as required.

Provide Deskside Support to the users who uses Desktops, Laptops, Printers, AV/VC, Telephony, Networks, Remote Access, Security Systems and Core Applications.

Feed requests for Changes to the production estate to the Infrastructure Services Manager, or Infrastructure Development Team Leads.

Work collaboratively within a global team.

Provide IT support that enables colleagues to achieve their team and business goals/objectives.

Experience managing users and computers in an enterprise environment through access management best practices and tools (eg. Okta, Active Directory, etc)

Experience configuring, troubleshooting and maintaining Mac and Windows desktops and laptops

Hands-on experience with desktop imaging and MDM software (e.g. Workspace One/Airwatch, JAMF, etc)

Experience with IT ticketing systems (eg. Jira, ServiceNow, ZenDesk, etc)

Triage IT support tickets, questions, and walk-up requests, resolving some and escalating the rest to other team members

Assist users with common desktop programs, including Google Workspace, Microsoft Office, Slack, and Zoom

Technical skills & Experience required:

·Must have good customer facing skills and be well presented.

·Must have experience of using an ITSM system.

·Must have good working knowledge of Microsoft Windows operating systems and related Office applications.

·Support experience of MACs would be beneficial

·Knowledge of mobile devices, in particular those running iOS and Android operating systems

Change and Release Management for Windows Desktop OS and Applications

Software Integration, Packaging, Distribution and Patch Management using MSI, SCCM

Ability to write technical and operational management documentation (system design and engineering documents, operational run books)

Experience in Database Administration is beneficial but not mandatory -Strong verbal and written communication skills

Windows Desktop General Engineering -Creation of Application Profiles based on Business Requirements

Manage Operations for Integration Engineering Services lab environment

Experience using project management tools and methodology is a plus

Experience leading a root cause investigation that impacts their area of responsibility, while following the Problem Management process.

Experience supporting a manufacturing, warehouse, and corporate headquarter environment is a plus

Experience with using other IT related tools; SCOM, Axonios, ServiceNow, SCCM

3+ years experience with troubleshooting network printer issues with occasional support of more experienced team members or per documentation

Computer Science Bachelors degree preferred

Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance

Perform managed print service invoicing/meter read/polling report verification

Provide customer facing end-user support that includes

Break-fix support for Laptop, desktop, tablets, and associated hardware peripherals

IMAC support including large scale/bulk office moves/re-stack activities (all moves)

Support for Operating System, base load software, MS Office suite and other business application

Participates in department or firmwide projects as instructed by IT Department management

Use all means possible to assist users including by phone, via email, in-person, or using remote support tools.

A+, Network+, Microsoft, VMWare certifications preferred, but not required.

Minimum 1 year of technical support experience

Possess strong abilities in organizing, prioritizing and multitasking

Expected to be a team player who shares knowledge for collective growth.

Manage assets using asset management software

Active Directory (experience with migration to new forest would be a benefit)

WSUS update management. Package Management system (SCCM)

IP management & Network Access Control

Monitoring system and users. User account management

Asset Management using internal system

• Asset Management and Documentation in ServiecNow

• Excellent French Speaking and Writing skills.

• Maintain technical knowledge on our company’s applications and services

• Maintain technical expertise and knowledge regarding upgrades and new hardware and software brought into the company

• Creation & verification of Knowledge Base (KB) articles

Position Type: Onsite and Full-time

Provide customer facing end-user support that includes

Break-fix support for Laptop, desktop, tablets and associated hardware peripherals

IMAC support including large scale/bulk office moves/re-stack activities (all moves)

Support for Operating System, base load software, MS Office suite and other business

Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs

Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries

Deskside support operations with physical and remote support requirements

Active directory user/computer account management

Provincial software deployments and upgrades

Assisting internal solution groups with implementations or service expansions

Assiting with provincial print projects/deployment activities

Break / fix ticket escalations and troubleshooting

Education in the areas of criminology, emergency management, justice or security management is an asset.

Strong time management, organizational & prioritization skills.

Basic working knowledge of computers, networks and security systems (CCTV, remote video, access control etc).

Remote monitoring of designated company locations

Working knowledge of retail loss prevention and security practices.

Ability to adhere to business phone etiquette while ensuring a positive customer experience.

· Active Directory knowledge (managing user accounts throughout their lifecycle, resetting passwords, groups and OU management, etc.)

· Responsible for accuracy into the IT Service Management Tool

· Experience supporting both onsite and remote users

· Able to travel frequently to supported regional locations (10%) Additional Key Skills/Experience:

· Additional duties as assigned by the Manager, Global Service Desk

· Previous experience with IT Level 1 or Level 2 support roles

Basic knowledge of desktops, laptops, printers, tablets, cell phones, and computer related peripherals.

3.Good troubleshooting skills on MS Office, O365, Internet Explorer and other Operating system related issues

4.Knowledge on PC and peripheral Hardware troubleshooting (including print & scanning devices)

5.Hands on Experience on MS Office upgrades / deployments

6.Working knowledge on Dell laptops/Desktops hardware issues

8.Knowledge in troubleshooting VPN related issues

Reimage and setup applications on end user desktop/laptops PCs.

Return and deploy assets to end users, including asset tracking.

Move/deploy desktops from existing workstations to be shipped and returned to suppliers.

Provide end user instruction and walk through at initial sign in

Provide Tier 1 and 2 support for technical incidents while adhering to SLAs.

Other relevant duties as assigned.