Job Description

Flexible Work Eligible: None

DISCOVER your opportunity

Toronto, Canada The Deskside Support Engineer is responsible for delivering Information Technology support services to our Canadian colleagues in both local and remote offices across the country on internal client computer systems. She/he will: quickly resolve complex and everyday service requests and issues relating to client computer hardware and software problems; provide assistance and follow-up on colleague inquiries; and perform client computer hardware and software installations. The Deskside Support Engineer will be responsible for resolving IT issues and requests and managing colleague expectations. Effective communication, quick resolution, and outstanding customer support will be expected in order to provide the highest colleague experience. The Desktop Support Engineer is responsible for providing support to office users and onsite visitors as well as providing remote support services for all colleagues and may be required to occasionally visit other Canada offices. The below responsibilities must be performed at the Toronto, Canada AXA XL Office. DISCOVER your opportunity Key responsibilities of this role are: ONSITE SUPPORT SERVICES

• END USER TECHNICAL SUPPORT \xe2\x80\x93 Positively interact with and support users with their technical issues and requests via remote control support, Microsoft Teams calls and onsite desk-side visits, provide onsite Tech Bar support according to our weekly schedule.
• HARDWARE SUPPORT \xe2\x80\x93 Unbox, image, configure, test, deploy and troubleshoot desktops / laptops running Windows and common peripherals including multi-function and desktop printers, monitors, and docking stations following all asset management processes and procedures.
• MOBILE DEVICE SUPPORT \xe2\x80\x93 Receive, test, and deploy replacement phones. Assist end users with questions and issues that occur during interactions with the Mobile support team.
• SOFTWARE SUPPORT \xe2\x80\x93 Assist with support and troubleshoot introduction of new software and deployment as needed. Interact with vendors and provide hands-on support. Assist and train users, when necessary, on common productivity applications including the Microsoft Office 365.
• INFRASTRUCTURE SUPPORT \xe2\x80\x93 Provide Tier-1 support of wired and wireless networking, remote access, VPN, multi-factor authentication, and security Audits. Escalate issues as needed to senior infrastructure Staff.
• AUDIO/VISUAL SUPPORT \xe2\x80\x93 Learn and support the audio/visual technology equipment, support onsite video conference meetings as required.
• TEAM PLAYER \xe2\x80\x93 Act as a team player onsite supporting colleagues across department, management, and leadership team to fulfill operational service levels, department initiatives and project deliverables.
• VIP SUPPORT \xe2\x80\x93 Provide onsite white glove support, build outstanding relationships with executives, support staff, and visitors and promptly assist them with their questions, incidents, and service requests.
• HARDWARE DEPLOYMENTS- Image, prepare and ship new hire /replacement equipment ensuring deadlines are met.
• DOCUMENTATION- Prepare and maintain support documents to maintain current knowledge up to date with changes in technology.
• VENDOR SUPPORT- interact with vendors in organizing recycle pickups and printer maintenance.
• Travel is required several times a year to support offices and staff in remote locations.
• Occasional on-site weekend presence may be required to support business requirements.
• Feed demand into the Continuous Service Improvement Plan, and Infrastructure Development demand management process, with suggestions fed through to Infrastructure Support Team Lead.
• Feed requests for Changes to the production estate to the Infrastructure Services Manager, or Infrastructure Development Team Leads.
• Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management).
• Feed into Major Incident Management and Problem Management processes as required.
• Communicate with colleagues in a professional and courteous manner at all times, providing technical support in a customer-focused way.

REMOTE SUPPORT SERVICES \xe2\x80\x93 The Deskside Support Engineer will also be responsible to provide remote support services to colleagues for any service requests and issues relating to colleague IT hardware and software.

• Manage colleague expectations remotely using effective communication, quick resolution in keeping with our outstanding customer support services, ensure service levels are maintained and provide highest level of colleague experience.
• Track all requests maintaining ownership of the issue and providing consistent and timely resolutions.
• Troubleshoot and repair any hardware/software issues that can\xe2\x80\x99t be resolved by Global Service Desk which includes more complex issues (Laptops, Printers, Telephony, Networks, Remote Access and Core Applications.)
• Receive and work new and existing tickets via Calls, Chats, and Ticket Assignments in Silva

The Desktop Support Engineer may be eligible for a hybrid working arrangement with the ability to work remotely on occasion.
SHARE your talent

SHARE your talent We\xe2\x80\x99re looking for someone who has these abilities and skills:

• Outstanding technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies and architecture
• Ability to work in a fast paced, high pressure work environment
• Outstanding ability to multi-task and work on tasks and projects while being interrupted by users and colleagues requesting support; ability to constantly re-prioritize tasks is a must
• Ensure the Colleague Services organization maintains high colleague satisfaction measured through adherence of SLA\xe2\x80\x99s and results of colleague feedback
• HP Desktops / Laptops
• Apple Mac / iPads / iPhones & Smart Phone Technologies
• Cisco IP Phone Systems
• Working knowledge of MDM Solutions (Intune)
• Microsoft Office 365 or higher \xe2\x80\x93 Project, Visio, Access & TEAMS
• Citrix XenApp Suite
• Antivirus Enterprise Solutions
• IT Helpdesk Solutions \xe2\x80\x93 Service Now / Assyst or similar
• Polycom / Cisco VC Solutions
• Crestron AV Systems
• Networking & VPN Concepts

FIND your future AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don\xe2\x80\x99t just provide re/insurance, we reinvent it. How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business property, casualty, professional, financial lines and specialty. With an innovative and flexible approach to risk solutions, we partner with those who move the world forward. Learn more at axaxl.com Inclusion & Diversity AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic. At AXA XL, we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success. That\xe2\x80\x99s why we have made a strategic commitment to attract, develop, advance and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential. It\xe2\x80\x99s about helping one another \xe2\x80\x94 and our business \xe2\x80\x94 to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe
• Robust support for Flexible Working Arrangements
• Enhanced family friendly leave benefits
• Named to the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter

Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer. Corporate Responsibility At AXA XL our approach to corporate responsibility (CR) is the same as our approach to business; constantly seeking to provide innovative solutions to the world\xe2\x80\x99s most complex problems. From offering our expertise, products and services to help build more resilient communities, to advancing understanding and response to climate change, our strategy \xe2\x80\x93 Our Impact. Our Future. \xe2\x80\x93 aligns key issues that are pertinent to our business \xe2\x80\x93 climate, water and financial resilience - and contributes to AXA Group\xe2\x80\x99s purpose to \xe2\x80\x9cAct for human progress by protecting what matters.\xe2\x80\x9d

• Climate: We\xe2\x80\x99re reducing our carbon footprint, protecting ecosystems and exploring how our business can help build a better world.
• Water: We\xe2\x80\x99re developing water resilience where it is \xe2\x80\x94 and will be \xe2\x80\x94 needed most.
• Financial resilience: We\xe2\x80\x99re helping create opportunities for the unemployed and underemployed, so they can be better prepared for unexpected changes.
• Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as our \xe2\x80\x9cHearts in Action\xe2\x80\x9d programs.

For more information, please see the Corporate Responsibility section on our website.


AXA XL is an Equal Opportunity Employer.

Location :CA-CA-Toronto


Work Locations : CA ON Toronto 100 King Street West 100 King Street West Suite 3020PO Box 310 Toronto M5X 1C9

Job Field :IT

Schedule :Full-time

Job Type :Standard