End User Support Technician (EUS) – North York, ON

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 Loblaw and SDM office locations.
• Provide resources for non-manned sites at defined Loblaw and SDM office locations as scheduled by the customer.
• Provide desktop and end user on-site support and Service.
• Setup and deploy of new corporate assets.
• Provide on-site hardware and software upgrades 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 (VP level or above)
• Provide on-site support Services for scheduled changes including evenings and weekends, as required.
• Provide emergency on-site support Services including evenings and weekends, as requested. (Incident Ticket required)
• 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 off shore users as required.
• Train end-users on how to create tickets on the Service Now system
• Install or assist in installing, network equipment as requested and directed by the customer.
• 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.
• Obtain Loblaw / SDM pre-approval for any materials required to complete a Services request under this SOW. Provide a Service technician within four (4) hours from dispatch time for higher priority issues.
• Obtain Loblaw pre-approval for any materials required to complete a Services request under this SOW.
• Participate in the walk-up service (via Kiosk) for users who need immediate assistance with desktop or mobility issues as required

Qualifications:

• Post graduate degree in relevant Technology field
• Minimum 3 – 5 years of experience in a hardware break/fix environment
• Previous experience providing Deskside services.
• Excellent customer service skills
• A+ Certification preferred

Bona Fide Occupational Qualification:

• 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.