Support Engineer

Role: Desk Side Support Engineer

Location: Quebec City, QC - G1K 8G3 (100% Onsite)

Contract

Skills Required: Windows & Mac Laptop Support, Office 365, ITSM

Job Description

The Digital Workplace Team delivers simplicity, productivity, and delight in a remote-centric workplace. We are the team that provides the tools our coworkers need around the globe to collaborate with each other, deliver our products, and serve our customers.

We are looking for a highly motivated and capable IT Service Desk Engineer to join the Global IT Service Desk team. You will be expected to provide support both onsite and remotely to all employees. This is a great opportunity for someone with a few years IT Service Desk experience to take the next step in their career, to work as part of a dynamic and cutting-edge team for a leading global SaaS company.

Where you'll work: Quebec City, Canada (on-site)

Your Day to Day:

• Responds to and resolves hardware and software service requests using Ticketing system for local and remote employees.
• Manage the resolution of all incidents /tickets, per respective SLA processes and guidelines.
• Report escalations and potential issues to the IT Regional Manager.
• Create documentation, using standard templates, for use by IT support teams and end users; perform content reviews and update as needed.
• Support, troubleshoot, and be a point of escalation for incidents of medium and high complexity for local and remote employees.
• Configure new computers with standard image and prepare for deployment using Microsoft Intune and JAMF Casper.

• Provide in-room hardware support for Meeting Rooms including all aspects of AV (Crestron, Dolby, Logitech) and Room Wizard administration.
• Provide wireless device support for laptops, mobile devices, and tablets.
• Maintain documentation as required by management (assets inventory, knowledgebase, solutions etc.).
• Assist with employee moves, new hire desk setup in the office.
• Assist with receiving deliveries, unboxings, stock room management.
• Prepare returned equipment for re-use using high sanitization/ hygiene protocols.
• Management of defective hardware, logging calls with vendors and arranging engineer site visits to repair damaged /faulty hardware.
• Hands-on experience with Windows 11 /Mac OS environments, computer peripherals, printers, and scanners.
• Provide support for Outlook, VPN, MS Office, One Drive, Windows Defender, web services and other software solutions.
• Ensure all meeting rooms are up to date and working through periodic testing, checking Windows updates, applying patches, and updating antivirus.