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Junior Service Desk Analyst

MicroAge Laval

This is a Full-time position in Laval, QC posted February 10, 2019.

Reporting to the Managed Services Delivery Manager, the Junior Service Desk Analyst is responsible for the remote monitoring and remediation, telephone support, deployment services, inventory control and coordination of onsite technical interventions

Responsibilities:

  • Provide first-response to service incidents (end-user computing, printing and connectivity) requiring telephone support or remote remediation
  • Perform entry-level to intermediate technical interventions, root cause analysis and provide escalation services for all workstation and print devices including network connectivity (Level-1 incidents)
  • Perform configuration, imaging and staging services on laptop and desktop computers
  • Manage service incidents requiring escalation and / or on-site intervention
  • Interface effectively with the client during service interventions and maintain the highest degree of customer satisfaction
  • Thorough knowledge of the warranty policies and escalation procedures of the various manufacturers supportedHave thorough understanding of the MicroAge Service Portfolio, and maintain an in-depth understanding of client operations in order to deliver exceptional maintenance and support services
  • Stay abreast of new technologies, participate in MicroAge sponsored training initiatives, maintain personal certification requirements, and obtain manufacturer certifications relating to the work environment as required by Management
  • Adhere to the procedures and escalation processes as defined by Management

The ideal candidate must :

  • Possess a College diploma in the field of IT or equivalent technical certificate
  • Be punctual, analytical and possess excellent communication skills and business acumen
  • Be fully bilingual, written and spoken (French & English)
  • Possess technical proficiencies outlined below, accompanied by less than two (2) years of related experience:
    • Knowledge and experience in administering and troubleshooting of PC and print environments including network connectivity
    • Knowledge and experience in administering and troubleshooting Microsoft Windows XP/Vista/7/8 environments
    • Knowledge, operational proficiency and troubleshooting ability of standard business applications such as Microsoft Office Suite 2003-2013, Outlook 2003-2013/ Notes R8 & R9, Lync 2010/2013, Internet Explorer (all versions), Google Chrome (all versions), Firefox (all versions), iTunes, Adobe PDF Reader and Writer, Antivirus software; Bit Defender, MacAfee, Symantec, TrendMicro, WinZip, Active X, Java etc.
    • Knowledge and experience in diagnostics and troubleshooting of hardware: PC (Dell, HP, Lenovo), laptops (Dell, HP, Lenovo, Toshiba), printers (Fujitsu, HP, Kyocera, Lexmark, Xerox)
    • Basic knowledge and experience in the implementation and support of SMB internetworking infrastructure: LAN, WAN and wireless appliances
    • Intermediate knowledge and experience on Remote Management tools: N-Central, TeamViewer, LogMeIn, Screen Connect, GoToAssist, GoToMeeting and Microsoft Lync
    • intermediate knowledge and experience in diagnostics and troubleshooting both hardware and software related issues on desktop or laptop computers and related peripherals, printers or multifunction devices along with installed options and advanced features
  •  Posses good knowledge of Active Directory administration skills (user create/delete, profiles, login scripts) along with a general knowledge of networking concepts (IP addressing)
  • Base certifications required: o CompTIA A+ 
  • Obtain the following certifications within the first twelve (12) months in this position:  CompTIA Server+, CompTIA Network+, N-Able Technologies

Skills Required

  • Education level: College
  • Work experience (years): 0-2 years

Package

Salary: N/D