Job Description

Requirement:

Full-time

Brampton

on

Role:

Provide second level support to various client users through remote connection as well as onsite support:

Responsibility and Duties:

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. 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 / SDM pre-approval for any materials required to complete a Services request under this SOW. Participate in the walk-up service (via IT Hub) for users who need immediate assistance with desktop or mobility issues as required. Provide dedicated on-site resources at assigned and non-manned sites at defined Loblaw, Shoppers Drug Mart, and remote office locations. Provide desktop and end user on-site support for Mac OS devices. Setup and deployment of new Apple corporate assets for new hires and existing users. Perform Apple device management through VMware Workspace ONE admin site including device enrollment, software installation, unlocking devices, and maintaining accounts/devices. Assets inventory management (IMAC, Recycle/reassign, decommission, and dispose of customer owner assets. As per the customer defined process.")

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 license, and the ability to produce a clean driver's abstract upon hire. Must be prepared to travel. Must be prepared for after-hours work.

Employment Type:

6-month contract with the possibility of extension