End User Services Technician - Desktop/Mobility/Voice (6-Month Contract)

Job Description

Role: Provide second level support to various client users through remote connection as well as onsite support:

Responsibility and Duties:

• Provide dedicated on-site resources at assigned Loblaw and SDM office locations.
• Provide resources for non-manned sites at defined Loblaw and SDM office locations as scheduled by the customer.
• Provide desktop and end user on-site support and Service.
• Setup and deploy of new corporate assets.
• Provide on-site hardware and software upgrades as directed.
• Provide setup, support and hardware service for telephone systems and assist with VoIP issues.
• Provide video conference support during business hours to executive level meetings as requested (VP level or above).
• Provide on-site support Services for scheduled changes including evenings and weekends, as required.
• Provide emergency on-site support Services including evenings and weekends, as requested. (Incident Ticket required).
• Provide executive support ("White Glove") after hours to users that are at the VP level or above. This includes computers and mobile devices.
• Train end-users on how to create tickets on the Service Now system.
• Install or assist in installing network equipment as requested and directed by the customer.
• Provide facilities management assistance that includes HVAC, IT equipment, data cabling, and maintenance as directed by the customer.
• Provide network management assistance that includes initial triage of issues, assisting network teams as required, and any maintenance as directed by the customer.
• Escort all vendors as requested and directed by the customer.
• Obtain Loblaw / SDM pre-approval for any materials required to complete a Services request under this SOW. Provide a Service technician within four (4) hours from dispatch time for higher priority issues.
• Obtain Loblaw / SDM pre-approval for any materials required to complete a Services request under this SOW.
• Participate in the walk-up service (via IT Hub) for users who need immediate assistance with desktop or mobility issues as required.
• Provide dedicated on-site resources at assigned and non-manned sites at defined Loblaw, Shoppers Drug Mart, and remote office locations.
• Provide desktop and end user on-site support for Mac OS devices.
• Setup and deployment of new Apple corporate assets for new hires and existing users.
• Perform Apple device management through VMware Workspace ONE admin site including device enrollment, software installation, unlocking devices, and maintaining accounts/devices.
• Assets inventory management (IMAC, Recycle/reassign, decommission, and dispose of customer owner assets. As per the customer defined process.")

Qualifications:

• Post graduate degree in relevant Technology field
• Minimum 3 - 5 years of experience in a hardware break/fix environment
• Previous experience providing Deskside services.
• Excellent customer service skills
• A+ Certification preferred

Bona Fide Occupational Qualification:

• Must possess a valid Class G driver's license, and the ability to produce a clean driver's abstract upon hire.
• Must be prepared to travel.
• Must be prepared for after-hours work.

Employment Type: 6-month contract with the possibility of extension