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

Job Description

<p><b>Role: </b>Provide second level support to various client users through remote connection as well as onsite support:</p><p><br></p><p><b>Responsibility and Duties:</b></p><p><br></p><ul><li>Provide dedicated on-site resources at assigned Loblaw and SDM office locations.</li><li>Provide resources for non-manned sites at defined Loblaw and SDM office locations as scheduled by the customer.</li><li>Provide desktop and end user on-site support and Service.</li><li>Setup and deploy of new corporate assets.</li><li>Provide on-site hardware and software upgrades as directed.</li><li>Provide setup, support and hardware service for telephone systems and assist with VoIP issues.</li><li>Provide video conference support during business hours to executive level meetings as requested (VP level or above).</li><li>Provide on-site support Services for scheduled changes including evenings and weekends, as required.</li><li>Provide emergency on-site support Services including evenings and weekends, as requested. (Incident Ticket required).</li><li>Provide executive support ("White Glove") after hours to users that are at the VP level or above. This includes computers and mobile devices.</li><li>Train end-users on how to create tickets on the Service Now system.</li><li>Install or assist in installing network equipment as requested and directed by the customer.</li><li>Provide facilities management assistance that includes HVAC, IT equipment, data cabling, and maintenance as directed by the customer.</li><li>Provide network management assistance that includes initial triage of issues, assisting network teams as required, and any maintenance as directed by the customer.</li><li>Escort all vendors as requested and directed by the customer.</li><li>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.</li><li>Obtain Loblaw / SDM pre-approval for any materials required to complete a Services request under this SOW.</li><li>Participate in the walk-up service (via IT Hub) for users who need immediate assistance with desktop or mobility issues as required.</li><li>Provide dedicated on-site resources at assigned and non-manned sites at defined Loblaw, Shoppers Drug Mart, and remote office locations.</li><li>Provide desktop and end user on-site support for Mac OS devices.</li><li>Setup and deployment of new Apple corporate assets for new hires and existing users.</li><li>Perform Apple device management through VMware Workspace ONE admin site including device enrollment, software installation, unlocking devices, and maintaining accounts/devices.</li><li>Assets inventory management (IMAC, Recycle/reassign, decommission, and dispose of customer owner assets. As per the customer defined process.")</li></ul><p><br></p><p><b>Qualifications:</b></p><ul><li>Post graduate degree in relevant Technology field</li><li>Minimum 3 - 5 years of experience in a hardware break/fix environment</li><li>Previous experience providing Deskside services.</li><li>Excellent customer service skills</li><li>A+ Certification preferred</li></ul><p><br></p><p><b>Bona Fide Occupational Qualification:</b></p><ul><li>Must possess a valid Class G driver's license, and the ability to produce a clean driver's abstract upon hire.</li><li>Must be prepared to travel.</li><li>Must be prepared for after-hours work.</li></ul><p><br></p><p><b>Employment Type:</b> 6-month contract with the possibility of extension</p>