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.