Job Title: Deskside Support Technician
Client: WWTS
Type: Contract
Location: Sun Life Plaza - East Tower, 112 4th Avenue S.W. Calgary, T2P 3N3
Duration: 3-5 years – renewable year over year
Start Date: March 1, 2023 or ASAP
Days/Hours: Monday to Friday 9:00 AM to 4:00 PM
-100 percent on site
Hours/Week: 40
Pay Rate: $24.00/hour to $26.00/hour Term - $28.00/hour to $30.00/hour Inc
Interview details: 2 virtual interviews

Responsibilities:

•

Provides second-line investigation and diagnosis.
Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
Escalates unresolved incidents/service requests within agreed timescales
Logs relevant incident/service request details as per the process
Communicates with the client regarding incident progress
Ensures tickets are updated at all times until issues are resolved
Complies with Quality Health Safety Environment (QHSE) and IT policies
Liaises with clients, IT support groups, and 3rd party providers when necessary
Performs staging of PCs
Performs IMAC (Install, Move, Add, and Change) of End-user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices, etc.).
Conducts hardware and software maintenance and support
Troubleshoots and resolves PC incidents and/or VIP requests
Assists with Site Security Officer (SSO) on IT security issues and virus elimination
Assists the Server Team & network team whenever touch support is required onsite for servers in local server rooms or NW devices at the site.
Creates/maintains documentation
Special events coverage, meeting room & VCON & voice devices support
Local network support and/or assists centralized Network team
Manage the life cycle of hardware, including installation or replacement of back-office equipment such as network hardware (routers, switches, Wi-Fi controller, Wi-Fi Aps)
Maintain server room inventories, room layout, and assets list
Centralized hardware and Spare part stocking and inventory management
Surplus equipment management
Break-fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)
Hardware vendor coordination for Break-fix
Imaging & provisioning of devices. Setup and build workstations
Update AMDB, including hardware and software
PC and other devices - logistics management
Coordinate activities with third parties to resolve IT issues or complete service requests
Follow standard operating procedures as documented in the knowledge management system.
Providing training/demos when needed to end users
Onsite admin tasks, e.g., backup and OS migration

Soft Skills:

Clear and strong customer focus and relationship
Good interpersonal and communication skills
Flexibility and ability to prioritize
Ability to perform in adverse situations
Proficiency in English is a must with the Local Language
Good analytical and coordination skills are essential

Strong work ethic, combined with the ability to work independently

Jobs