End User Support Technician – Apple/iPad/Microsoft Support - #110849

BFG Enterprise Services


Date: 1 week ago
City: Brampton, ON
Contract type: Full time
  • Requirement: Full-time
  • Brampton on

Job Expectations: Mobility (iOS, Android), Microsoft Windows, Apple MAC and iPad hardware/software support

  • Provide nationwide second level end user and on-site/remote support for iOS/Android/Windows/Mac devices.
  • Place orders for new phone activations and upgrades.
  • Recycle/reassign, decommission, and dispose of mobile devices.
  • Setup and deployment of new mobile devices for new hires and existing users.
  • Perform mobile device management through VMware Workspace ONE admin and Intune sites including device enrollment, software installation, unlocking devices, and maintaining accounts/devices.
  • Maintain inventory of corporate devices and accessories.
  • Package and ship out devices to remote locations.
  • Manage software licenses and maintain inventory of corporate devices.
  • Provide on-site hardware and software upgrades/rollouts 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.
  • Provide emergency on-site support Services including evenings and weekends, as requested.
  • Provide executive support (“White Glove”) after hours to users that are at the VP level or above. This includes computers and mobile devices.
  • Provide off-hour support to remote/offshore users as required.
  • Train or provide guidance to end-users on how to create tickets on the Service Now system.
  • 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.
  • Participate in the walk-up service (via ITHUB) for users who need immediate assistance with desktop (Apple/Microsoft) 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 and iOS 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.

Qualifications:

  • Post graduate degree in relevant Technology field
  • Apple/MAC and Microsoft/Windows computer, tablet, and mobile devices
  • Minimum 3 – 5 years of experience in a hardware break/fix environment
  • Previous experience providing Deskside services.
  • Excellent customer service skills
  • A+ Certification preferred
  • ITIL Certification preferred
  • Not required, French speaking/writing is a plus

Bona Fide Occupational Qualification:

  • Must always be available onsite during the scheduled business hours.
  • 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.

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