emergiTEL is hiring a
Desktop Engineer -IIIfor our client in the
Information Technology Services industry. This is a
Contract role.
Compensation: $31.20 - $39.00/hour
Location: Montreal, QC
Job Description (English)- Provide Level 2 and Level 3 technical support for supported desktops, laptops, and peripherals
- Troubleshoot Windows 10 and Microsoft Office 365 applications (Outlook, Word, Excel, PowerPoint)
- Support Microsoft 365 applications including OneDrive, OneNote, Teams, and Planner
- Administer and support Azure Portal, including Azure Active Directory, licensing, and reporting
- Deliver VIP "White Glove" support with excellent customer service and executive-level communication
- Support and troubleshoot macOS (MacBook) workstations
- Provide Audio/Video and boardroom technical support
- Support and troubleshoot WebEx conferencing solutions
- Provide Xerox printer support, including Xerox Console Management
- Troubleshoot intermediate LAN and VPN connectivity issues
- Perform networking and cabling tasks as required
- Coordinate hardware repairs with OEM vendors and manage warranty returns
- Package and ship replacement parts to customers
- Maintain standard software configurations, images, applications, and drivers
- Create and maintain standard system images
- Install, support, and troubleshoot approved desktop software
- Perform planned maintenance, moves, adds, and changes (MAC)
- Provide on-site and remote support, including VPN users
- Escalate unresolved incidents to Infrastructure and Messaging teams
- Provide case status updates to management and end users
- Recommend hardware and software solutions, upgrades, and new acquisitions
- Analyze incident trends and contribute to continuous improvement initiatives
- Develop, document, and maintain standard operating procedures and customer service guidelines
- Participate in customer training programs
- Act as an acting Team Lead when required
- Participate in on-call and after-hours support as needed
Qualifications- Ability to work independently and take ownership of assigned tasks
- Strong technical, analytical, and problem-solving skills
- Intermediate experience with Active Directory administration
- Strong knowledge of Microsoft Windows operating systems and Microsoft Office
- Experience troubleshooting intermediate LAN and VPN connectivity issues
- Strong interpersonal and communication skills, including executive-level interaction
- Associate's Degree or equivalent experience required
- 4-6 years or more of related experience preferred
- A+ certification recommended
- Microsoft certifications (MCTS, MCITP, MCPD, MCM, MCSA, MCSD, MCSE) preferred
- ITIL certification preferred
Special Conditions- Ability to travel as required
- Ability to lift up to 50 lbs (printers, desktops, peripherals)
Description du poste (Francais)- Fournir un support technique de niveau 2 et 3 pour les ordinateurs de bureau, portables et peripheriques
- Diagnostiquer et resoudre les problemes lies a Windows 10 et a Microsoft Office 365 (Outlook, Word, Excel, PowerPoint)
- Supporter les applications Microsoft 365, incluant OneDrive, OneNote, Teams et Planner
- Administrer et supporter le portail Azure, incluant Azure Active Directory, la gestion des licences et les rapports
- Offrir un support VIP White Glove avec un excellent service a la clientele et une communication avec les cadres
- Supporter et depanner les postes macOS (MacBook)
- Fournir un support technique audiovisuel et pour les salles de reunion
- Supporter et depanner les solutions de visioconference WebEx
- Assurer le support des imprimantes Xerox, incluant la gestion via Xerox Console
- Diagnostiquer et resoudre des problemes intermediaires de connectivite LAN et VPN
- Effectuer des taches de reseau et de cablage au besoin
- Coordonner les reparations materielles avec les fournisseurs OEM et gerer les retours sous garantie
- Emballer et expedier les pieces de remplacement aux utilisateurs
- Maintenir les configurations logicielles standard, images, applications et pilotes
- Creer et maintenir des images systeme standard
- Installer, supporter et depanner les logiciels de bureau approuves
- Effectuer les maintenances planifiees, demenagements, ajouts et changements (MAC)
- Fournir un support sur site et a distance, incluant les utilisateurs VPN
- Escalader les incidents non resolus aux equipes d'infrastructure et de messagerie
- Fournir des mises a jour de cas a la direction et aux utilisateurs
- Recommander des solutions materielles et logicielles, mises a niveau et nouvelles acquisitions
- Analyser les tendances des incidents et contribuer a l'amelioration continue
- Developper, documenter et maintenir les procedures operationnelles standard et les lignes directrices du service a la clientele
- Participer aux programmes de formation des utilisateurs
- Agir a titre de chef d'equipe par interim au besoin
- Participer au support sur appel et apres les heures normales
Qualifications- Capacite a travailler de facon autonome et a prendre en charge les responsabilites
- Solides competences techniques, analytiques et en resolution de problemes
- Experience intermediaire en administration Active Directory
- Excellente connaissance des systemes Windows et de Microsoft Office
- Experience en resolution de problemes intermediaires de connectivite LAN et VPN
- Excellentes competences interpersonnelles et de communication, incluant avec les cadres
- Diplome d'etudes collegiales ou experience equivalente requis
- 4 a 6 ans ou plus d'experience pertinente souhaitee
- Certification A+ recommandee
- Certifications Microsoft (MCTS, MCITP, MCPD, MCM, MCSA, MCSD, MCSE) souhaitees
- Certification ITIL souhaitee
Conditions particulieres- Disponibilite pour voyager au besoin
- Capacite de soulever jusqu'a 50 lb (imprimantes, ordinateurs, peripheriques)
Vacancy Status / Statut du posteThis is an active position currently open for hiring. / Ce poste est activement ouvert au recrutement.
Use of Artificial Intelligence / Utilisation de l'intelligence artificielleNo artificial intelligence (AI) is used in the screening or selection process. All applications are reviewed by our recruitment team. / Aucune intelligence artificielle (IA) n'est utilisee dans le processus de preselection ou de selection. Toutes les candidatures sont examinees par notre equipe de recrutement.
Equal Opportunity / Egalite des chancesemergiTEL is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of background. Hiring decisions are based solely on skills, experience, and qualifications relevant to the role. / emergiTEL s'engage a creer un milieu de travail diversifie et inclusif. Nous accueillons les candidatures de toutes les personnes qualifiees, quel que soit leur parcours. Les decisions d'embauche sont basees uniquement sur les competences, l'experience et les qualifications pertinentes pour le poste.