Desktop Engineer
On behalf of our client in the Consulting Sector, PROCOM is looking for a Desktop Engineer.
Desktop Engineer - Job Description
1. Supporting Client’s Technology division, this role will be responsible for a variety of duties, with focus on the IT departments IT hardware refresh program.
2. The incumbent will be responsible for profile migration prior to workstation refresh and provide post implementation support, acting as tier 3 support to Tier 1 and 2 Helpdesk staff.
3. Be the single point of contact for IT hardware refresh user profile migration, support during and after workstation refresh.
4. Act as an escalation point for tiers 1 and 2 staff.
5. Remote support when required.
6. Create job aids and standard operating procedures for Helpdesk staff.
7. Learn and support Client’s standard practice management clinic software at the advanced level.
8. Setup and installation of new systems and IT equipment.
9. Providing support to end users.
10. Troubleshooting IT issues.
11. Required to work evenings and weekends outside of regular business hours to accommodate implementations; working shift is subject to change to meet project needs.
Desktop Engineer - Mandatory Skills
1. Diploma in Network Administration or a related program.
2. 5+ years’ experience in a similar role.
3. Extensive knowledge of Microsoft Windows operating systems and MS Office 365.
4. An understanding of network topologies and protocols (including firewalls, routers, switches, etc.).
5. Understanding of remote management tools and techniques.
6. Some knowledge of Microsoft Windows server platform.
7. Superior customer service experience, technical support, and IT field support is required.
8. Ability to work with a variety of internal stakeholders and different divisions, understanding their needs.
9. Excellent time management skills.
10. Excellent verbal and written communication skills over the phone, in person, and through email.
11. Set clear expectations and define key performance indicators for self.
12. Excellent critical thinking skills with the ability to identify and solve problems.
13. Ability to multitask daily projects and commitments and the ability to work independently.
14. Highly motivated, action-oriented, and results-driven with a positive ‘can do’ attitude.
15. Working alongside the Server & Cloud engineers to understand what they are implementing, documenting their method of procedures.
16. This will be a support role providing hyper care support for hardware refresh implementations that took place the previous day.
17. Ensuring residual issues are handled to avoid going to the BAU Helpdesk.
18. Advanced understanding of Microsoft Active Directory, Azure Active Directory, hybrid AD, Domain Services, Domain Controllers, and user profiles.
19. Extensive experience with Microsoft 365.
20. Experience with DNS management.
21. Experience with network operations management, IP schema, subnet changes.
22. Oral and written communications skills are required.
Desktop Engineer - Assignment Start Date
ASAP – 12 months to start.
Desktop Engineer - Assignment Location
Woodbridge, ON – Work Remotely until Sept 2024, and then Hybrid.
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