End User Services Technician (Apple OSX, Windows support)

Job Expectations: Microsoft Windows, Apple MAC and iPad hardware/software support.

• Provide nationwide second level end user and on-site/remote support for Windows/Mac devices.
• Maintain inventory of corporate devices and accessories.
• Package and ship out devices to remote
• Manage software licenses and maintain inventory of corporate
• Provide on-site hardware and software upgrades/rollouts as
• Provide video conference support during business hours to executive level meetings as
• Provide emergency on-site support Services including evenings and weekends, as
• Provide executive support (“White Glove”) after hours to users that are at the VP level or above for computers.
• Provide off-hour support to remote/offshore users as
• Train or provide guidance to end-users on how to create tickets on the Service Now
• 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
• Participate in the walk-up service (via ITHUB) for users who need immediate assistance with desktop (Apple/Microsoft) 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
• Setup and deployment of new Apple corporate assets for new hires and existing
• Perform Apple device management through VMware Workspace ONE admin site including device enrollment, software installation, unlocking devices, and maintaining accounts/devices.
• Assets inventory management (IMAC, Recycle/reassign, decommission, and dispose of customer owner assets. As per the customer defined process.”)

 Qualifications:

• Post graduate degree in relevant Technology field
• Apple/MAC and Microsoft/Windows computer and tablet
• Minimum 3 – 5 years of experience in a hardware break/fix environment
• Previous experience providing Deskside
• 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
• 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
• Must be prepared for after-hours