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Position Overview

This role is responsible for ensuring prompt customer focused level 1 and level 2 end user support as well as the building, maintenance and troubleshooting of end user systems, remote networks, peripherals, and  various applications and access controls.This position reports the Director, IT Services. 

Key Job Responsibilities 

End User Support

• Provide Service Desk technical support to users either via phone, email or desk side as required

• Build relationships with end users and business partners both in person and over the phone

• Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, smartphones/tablets, enterprise applications/systems

• Act as escalation resource for Level 1 agents

• Contribute to team innovation through ideas for process improvement and efficiency

• Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform advanced troubleshooting and remediation.

• Provide procedures where appropriate.

Hardware Support

• Assist in deployment, administration, and support for corporate laptops/desktops

• Create and implement PC/Laptop images to meet the changing corporate environment and streamline the build process. 

• Perform hands-on fixes, including  hardware install and upgrades

Systems Maintenance

• Access and install appropriate upgrades, patches, drivers, etc.

• Ensure that all systems, applications change, or upgrade requests are escalated for approval.

• Ensure license compliance and documentation.

• Perform hands-on fixes, including software and upgrades, implementing file backups, and configuring systems and applications.

Job Qualifications 

• Degree or diploma in computer science or a technical certification.  Microsoft Certifications an assett (MCP).

• The Candidate should have experience working within an IT Service Desk / Help Desk environment and should have at least 3 years’ experience of working within an IT support environment.

• Proficient knowledge of Microsoft, Windows 10

• Working knowledge of Windows Server 2012/2016/2019

• Working knowledge of Active Directory users and computers.

• Solid knowledge of Office 365

• Working knowledge of TCP/IP, DNS, DHCP and LAN/WAN. 

• Strong computer hardware knowledge.

• Working knowledge of Antivirus solutions

• Proficient knowledge of corporate imaging solutions, i.e., MDT, Ghost, Intune

• Working knowledge of a range of diagnostic utilities.

• Strong written/oral communication and interpersonal skills.

• Strong documentation skills.

• Ability to conduct research into a wide range of computing issues as required.

• Highly self motivated and directed.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation.

• Bilingual English/French considered an asset

Competencies (by Core Values)

• Business Insight

• Ownership

• Responsiveness

• Manages Complexity

• Collaborates

• Communicates Effectively

Work Environment

Work is performed primarily in an office environment.  Working times may include irregular hours and on-call status including days, evenings, weekends and holidays.   Team members must adhere to appearance guidelines as defined by Encore based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.