Desktop Support Engineer Level 3 in Regina at Volt

Date Posted: 4/17/2018

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Regina
  • Job Type:
    Computer Industry
  • Duration:
    24 weeks
  • Date Posted:
    4/17/2018
  • Job ID:
    110030
  • Pay Rate
    $0.0 - $24.0/Hour
  • Contact Name
    Volt Branch

Job Description

We are looking to hire a Desktop Support Engineer Level 3 with atleast 5 years of experience for my Client in Regina, SK for a 6 months contract with the strong possibility of extension.

JOB DESCRIPTION

  • Employer: Volt Workforce Solutions Canada
  • Client: in the IT Industry
  • Job title: Desktop Support Engineer Level 3 
  • Estimated Length of assignment: 30-Apr-2018 to 02-Nov-2018 ; The contract starts with 6 months with strong potential of extension.
  • Location: Regina, Saskatchewan S4S7J7, Canada 
  • Pay Rate: $24/hr (T4)
  • Standard Hours Per Day : 8.00
  • Interview process: There will be a 3 step interview process: phone interview, phone technical interview and onsite interview

The selected resource will be working on 2 weekly rotating schedules with 3 months’ notice of their schedule:

  • 1st shift: 3:30am to 12pm CST Monday to Friday  
  • 2nd shift: 11:30am to 7:30pm CST Monday to Friday
  • 3rd shift: on-call 3:30am to 11:30am CST Friday to Monday (if someone is sick, emergency, etc.)

**Qualified Applicants must be eligible to work without Employment Sponsorship in Canada**


POSITION SUMMARY:

Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals. Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.


POSITION DUTIES AND RESPONSIBILITIES:

Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. This includes the following activities:

  • Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.
  • Managing returns on warranted parts and systems
  • Packaging and shipping replacement parts to customers
  • Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers
  • May lead the development of information technology and infrastructure projects
  • Installing, supporting and troubleshooting approved desktop software
  • Performing planned maintenance, moves, adds and changes
  • Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)
  • Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
  • Creating and maintaining images for standard systems
  • Recommends hardware and software solutions, including new acquisitions and upgrades
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions
  • Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
  • Troubleshooting and resolving intermediate LAN connectivity incidents
  • Ability to work on call after hours as required
    Communicate effectively with multiple customers and co-workers. This includes the following activities:
  • Consulting with the Service Desk on support calls
  • Able to communicate highly technical information to both technical and non-technical personnel
  • Providing Case status updates to management and end-users
  • Providing phone support and diagnostics to remote customers
  • Participating in training programs designed to educate customers about basic and specialized applications
  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support
  • Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction
  • Analyzes problem trends and develops ideas to achieve problem resolution

SUPERVISORY RESPONSIBILITIES (if applicable):

  • Ability to fill in as acting Supervisor when necessary

QUALIFICATIONS:

  • Ability to work independently and take ownership
  • Solid technical and analytical skills required
  • Ability to manage IT / Desktop initiatives and organize projects
  • Thorough knowledge of supported Microsoft Windows operating systems
  • Intermediate Experience with Active Directory administration
  • Thorough knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office
  • Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
  • Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues

EDUCATION and/or WORK EXPERIENCE:

  • Associate's Degree or equivalent experience required
  • A+ Certification recommended, MCP/MCSSA preferred, ITIL Certification preferred
  • 5-years or more of related experience preferred

SPECIAL CONDITIONS:

  • (Travel, work environment, physical demands, certificates, licenses etc..)
    Ability to travel as required.
  • Ability to lift 50lbs (printers, desktop machines, etc.).