Desktop Support Engineer/ Remote Support

Job Title:

Desktop Support Engineer / IT Infrastructure Support Analyst

Department:

Infrastructure Services (IS)

Experience Required:

~4–6 years of experience in Desktop Support / IT Infrastructure Support

Job Summary:

We are seeking a skilled Desktop Support Engineer to provide onsite and remote technical support for end users. The ideal candidate will have strong troubleshooting skills, experience in desktop/laptop support, and the ability to manage IT assets while ensuring compliance with data security standards. This role requires excellent communication skills, including bilingual proficiency in English and Canadian French.

Key Responsibilities:

End-User Support

Provide technical support to end users for desktops, laptops, mobile devices, and peripherals.
Diagnose and resolve hardware and software issues in a timely manner.
Deliver excellent customer service and handle user queries effectively.
Desktop & Device Management

Install, configure, and troubleshoot operating systems (Windows) and related software.
Perform PC builds, OS installations, and system configurations for new joiners.
Manage and execute PC refresh activities as per defined targets.
Apply system updates, patches, and configuration changes.
Infrastructure & Hardware Support

Troubleshoot issues related to Dell hardware and other desktop/laptop devices.
Provide basic support for servers, networking devices, firewalls, and cabling.
Assist with network-related troubleshooting and connectivity issues.
IT Asset Management

Manage, maintain, and protect physical IT assets.
Track and document hardware/software inventory and usage.
Event & Meeting Support

Provide technical setup and support for meetings, conferences, and events.
Support Teams meeting rooms and collaboration tools.
Service Delivery & Compliance

Ensure adherence to Information Security and Data Compliance policies.
Meet SLAs for incidents and service requests (target: 100% compliance).
Participate in audits and ensure proper documentation.
Collaboration & Coordination

Coordinate with offshore teams and third-party vendors for issue resolution.
Participate in weekly/monthly customer meetings and provide activity reports.
Provide on-call support during weekends or after business hours when required.
Mobility & Field Support

~ Travel to nearby client locations to provide onsite support when necessary.

Required Skills:

Technical Skills

Strong troubleshooting skills for desktops, laptops, and Windows OS
Experience with hardware installation, configuration, and maintenance
Knowledge of Dell hardware and peripherals
Basic understanding of:
Servers
Network devices
Firewalls
Cabling
Experience with software installation, patching, and updates
Familiarity with Microsoft Teams meeting room setup and support
Soft Skills

Excellent communication and customer-handling skills
Strong problem-solving and analytical abilities
Ability to work independently and in a team environment
Good listening and interpersonal skills