Role: L2 / L3 Desktop Engineer (English and French)
Location : Montreal (Bilingual MUST) - Onsite

• Deskside Support will provide incident and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, etc.
• Incident handling: including troubleshooting, break fix; follows incident management process.
• Service Requests: Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
• Software application support for applications both commercial off the shelf and customer developed.
• Queue management for incident resolution and request fulfillment.
• Desk side support provides support in both local language and English.
• Perform ICMS and PC sign off on every PC deployment and collection
• Flexible resources to cater for demand of standby or end user device related projects, without compromising daily BAU services.
• Conduct end user device and related testing
• Perform site inspection
• Perform end user device inspection
• Provide status update to the ticketing tools in a timely manner.
• Assist in end user support or consultations.
• Address day-to-day desktop support process issues.
• Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
• Receive, diagnose, assess and resolve Deskside Incidents that pertain to the following:
• Software issues with applications.
• Perform troubleshooting and diagnose issue
• Complete re-image is performed if required.
• If problem cannot be resolved by re-installing the application the Deskside Incident is routed back to Application resolver group responsible for the application.
• In a timely manner, escalate to their manager & Deskside Support Lead when a recurring issue is beyond their control.
• Arranging on-site access & support, when required
• IMAC’s - Prepare new and existing equipment for deployment
• Move existing equipment (PC, notebook, Thin Client, network printer etc. ) and update configurations, as necessary.
• Change an existing hardware/software component and verify functionality upon completion
• IMAC Update in CMDB
• Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software which could not be installed by SCCM)
• Provide a minimum of 15 minutes of familiarization Training to end-user upon completion of a new PC install, if end user is available upon completion of install.