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End User Services Technician Level 2 (Desktop/Laptop/Mobility/Voice)
BFG Enterprise Services
·
2.9
1 President's Choice Circle, Brampton, ON
$50,000–$60,000 a year
Permanent
Apply now

Job details

Here’s how the job details align with your profile.

Pay

$50,000–$60,000 a year

Job type

Permanent

Shift and schedule

Weekends as needed
Evenings as needed

Full job description

Role: Provide Level 2 technical support to client users through remote connection and onsite support. This role is primarily focused on ITHUB walk-in support but may vary based on business needs and as directed by the Supervisor.

Responsibilities and Duties

  • Provide dedicated onsite support at assigned Loblaw, SDM, Medi, SHN, and affiliate office locations.

  • Provide onsite support at non-manned Loblaw and SOM office locations as scheduled by the customer.

  • Provide desktop and end-user onsite support and services.

  • Set up and deploy new corporate assets.

  • Perform onsite hardware and software upgrades as directed.

  • Provide setup, support, and hardware services for telephone systems and assist with VoIP-related issues.

  • Provide video conferencing support during business hours for executive-level meetings, as requested (VP level or above).

  • Provide onsite support services for scheduled changes, including evenings and weekends, as required.

  • Provide emergency onsite support services, including evenings and weekends, as requested.

  • Maintain an incident ticket for all applicable support requests.

  • Provide executive-level white-glove support after hours to users at the VP level or above, including support for computers and mobile devices.

  • Provide support to offshore users as required.

  • Train end users on how to create tickets through the ServiceNow system.

  • Install or assist with the installation of network equipment as requested and directed by the customer.

  • Provide facilities management assistance, including support for HVAC, IT equipment, data cabling, and maintenance, as directed by the customer.

  • Provide network management assistance, including initial issue triage, support to network teams as required, and maintenance activities as directed by the customer.

  • Escort vendors as requested and directed by the customer.

  • Obtain Loblaw/SOM pre-approval for any materials required to complete a service request under the Statement of Work (SOW).

  • Provide a Service Technician within four (4) hours of dispatch for higher-priority issues.

  • Participate in walk-up support through the kiosk for users requiring immediate assistance with desktop or mobility-related issues, as required.

Qualifications

  • Post-secondary education in a relevant technology field.

  • Minimum 3–5 years of experience in a hardware break/fix environment.

  • Previous experience providing deskside support services.

  • Excellent customer service and communication skills.

  • A+ certification preferred.

  • Network+ or Cisco certification preferred.

Bona Fide Occupational Requirements

  • Must possess a valid Class G driver's licence.

  • Must be able to provide a clean driver's abstract upon hire.

  • Must be prepared and willing to travel as requested by the Supervisor.

  • Must be prepared and available to work after hours, including evenings and weekends, as requested by the Supervisor.

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