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Careers

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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What our staff say

I started my second career with BFG after my kids were full grown and independent.

They have seen my potential and encouraged me to develop it by trusting me with increasing responsibility and letting me take on and own tasks and manage a team.

BFG has provided me with growth and advancement and offers you a friendly work environment with supportive and approachable management. I am proud to be working for a highly successful Canadian company which provides a diverse and inclusive culture with awesome team members!

Nicole Filipcic

End User Services Coordinator

BFG Enterprise Services

I joined BFG as a second level technician in 2014. Throughout my tenure with BFG, I have been provided opportunities to grow and take on new roles including becoming a technical lead and shortly after promoted to Group Field Leader which has allowed me to take on additional responsibilities and further develop my management skills.

I now lead a diverse team operating within a collaborative and friendly environment. The team works hard every day towards a common goal: ensuring that operations run smoothly.

Mansour Hafshijani

Field Group Leader EUS Services

BFG Enterprise Services

I would start by thank you for giving me the opportunity to work in such a great company my journey started on the 2 of February 2015 with BFG and since then I’m living a dream with a great management always backing the employees and listening to their needs.

They gave me the opportunity to advance in my career and putting effort to help me fulfil my duties.

I can just be thankful and I look forward to continue on this successful path.

Redouane Mramer

Field Group Lead Distribution Services

BFG Enterprise Services

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