End User Support Technician (EUS)- Apple/iPad/Microsoft Support
Primary Role:
Apple MAC and iPad hardware/software support
Secondary Role:
Microsoft Windows and Mobility (iOS, Android)
Role:
- Provide second level support to various client users through remote connection as well as on site support
- Provide dedicated on-site resources at assigned clients and remote office locations
- Provide resources for non-manned sites at defined client 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 user
- Perform Apple device management through VMware Workspace ONE admin site including device enrollment, software installation, unlocking devices, and maintaining accounts/devices
- 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 hours 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
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 be available onsite at all times during the scheduled business hours
- Must possess a valid Class G driver’s licence, 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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