Desktop Support Engineer

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Eagle is currently seeking a Desktop Support Engineer for a six (6) month contract opportunity, scheduled to begin in October.

Key Responsibilities

The successful candidate will be responsible for:

  • Providing professional assistance to internal and external customers having hardware and software related problems with their supported desktop, laptop, or peripherals;
  • Resolving local area networking issues to ensure connectivity to the Corporate network and working with the Infrastructure and Messaging teams as necessary to resolve incidents;
  • Providing support in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfaction;
  • Providing Level-2 technical support for supported desktops, laptops, and peripherals;
  • Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors;
  • Managing returns on warranted parts and systems;
  • Packaging and shipping replacement parts to customers;
  • Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers;
  • Participating in development of information technology and infrastructure projects;
  • Installing, supporting, and troubleshooting approved desktop software;
  • Performing planned maintenance, moves, adds and changes;
  • Providing support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN);
  • Providing timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel;
  • Exercising judgment with defined procedures and practices to determine appropriate action;
  • Creating and maintaining images for standard systems;
  • Recommending hardware and software solutions, including new acquisitions and upgrades;
  • Demonstrating good judgment in selecting methods and techniques for obtaining solutions;
  • Using skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures;
  • Working on call after hours as required;
  • Communicating effectively with multiple customers and co-workers;
  • Consulting with the Service Desk on support calls;
  • Communicating highly technical information to both technical and non-technical personnel;
  • Providing Case status updates to management and end-users;
  • Providing phone support and diagnostics to remote customers;
  • Participating in training programs designed to educate customers about basic and specialized applications; and,
  • Developing, documenting, and implementing standard operating procedures and customer service guidelines relating to Desktop Managed Services support.

Skills and Qualifications

The qualified candidate must have:

  • An Associate Degree or equivalent experience;
  • A+ Certification recommended;
  • MCTS, MCITP, MCPD, MCM preferred;
  • ITIL Certification preferred;
  • Two (2) to four (4) years or more of related experience;
  • Experience with Active Directory, VPN support, deskside support in a windows environment, hardware/software troubleshooting;
  • Knowledge of supported Microsoft Windows operating systems;
  • Experience with Active Directory administration;
  • Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office;
  • Strong customer service skills;
  • The ability to work independently and take ownership;
  • Solid technical and analytical skills;
  • The ability to troubleshoot, support, and repair software and hardware for desktop and laptop computers;
  • Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities; and,
  • Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues.

Don’t miss out on this opportunity, apply online today!

Eagle is an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted. Please note that your application does not signify the beginning of employment with Eagle and that employment with Eagle will only commence when placed on an assignment as a temporary employee of Eagle.

  • Posted On: October 18, 2019
  • Job Type: Contract
  • Job ID: 63832
  • Location: Edmonton ON