Job Description

Job Title: Desktop Support Technician - Vancouver

Job ID: KH2755626224

Reporting to the Team Lead, End User Computing, the Desktop Support Technician is responsible for the day to day delivery of Site Support services at client's office by providing Tier 2 and, at times, Tier 1 support for internal company hardware and software.

This position provides in person (while adhering to COVID precautions allow) and remote technical support of computers, applications, and related technology, and works with various business stakeholders within the head office and other business divisions. This position is in person, in office, 80%-100% of the week.

Experience:

• 2 - 4 recent years of experience in a Tier 2 support role within a corporate office environment
• Experience providing support for Mac OS and Apple products in an enterprise environment
• Experience with JAMF, NoMAD, Apple Enterprise Connector, and InTune on. Mac a plus
• Experience supporting users on, and working with, Exchange Online
• Extensive experience with an incident management/ticketing system is a necessity
• Experience supporting senior employees, executives, and C-Suite management a major asset
• Experience supporting multi-function Xerox printers, notably AltaLink models

Knowledge and Skills:

• Thorough understanding of Windows 10, and Office 2016 and 365
• Excellent and extensive troubleshooting skills
• Knowledge of computer hardware, software, general technology, and remote diagnostics and support tools is necessary
• Knowledge of mobile devices, especially iOS-based devices, operating in an
• ActiveSync environment is a necessity
• Working knowledge of client / server networking systems
• Familiarity with tools such as Service Now, Azure Online, SCCM, Active
• Directory, Desktop Authority, a plus
• Familiarity with Microsoft InTune a plus

Key Accountabilities (Expected Achievements):

• Assist staff with the installation, configuration and ongoing usability of computers, mobile devices, peripheral equipment, and software within established standards and guidelines.
• Work with vendor support contacts to resolve technical problems with computing equipment and software.
• Work with Tier1/Service Desk, Tier3/Network & Server Ops, and Tier3/Client Technology teams as appropriate to determine and resolve problems received from clients.
• Interact with numerous computer platforms in a multi-layered client-server environment.
• Ensure that users can work seamlessly with diverse systems including file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Perform other duties as required.