Deskside Support Technician

JOB OVERVIEW

Reporting to the Service Desk Manager and working closely with the Provisioning Team Lead, the Deskside Support Technician is responsible for providing technical support to end-users, troubleshooting issues, deploying and maintaining hardware at client sites, and providing excellent customer service in line with client service level agreements (SLAs).

KEY RESPONSIBILITIES

• Managing incidents and requests, ensuring timely resolution of high-priority and time-sensitive requests
• Using ConnectWise Manage (CWM) to manage, document, and update all assigned service tickets, including accurately logging mileage and field time
• Maintaining documentation, including accurate logs of technical activities, hardware changes, and client interactions
• Communication with clients regularly, including coordinating service calls, installations, and preventive maintenance
• Offer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies
• Deliver responsive, professional on-site support for desktops, laptops, peripherals, network connectivity, and basic server functions, including assisting clients in real time with requests raised through the Service Desk
• Maintain clear and timely communication with Service Desk staff, keeping them informed of any planned site visits during normal business hours, including the expected time of return
• Be available to work outside of normal business hours, including weekends, when situations or business needs arise and urgent client site work is required
• Collaborate with Hardware Analysts and the Provisioning Team Lead, as needed, to deploy, configure, and retrieve hardware
• Maintain asset tracking records and documentation for hardware deliveries and returns, and track IT tools, hardware inventory, and consumables
• Participate in IT Services as assigned (e.g., backups/restoration, thread prevention, etc.)
• Submit regular performance and incident reports
• Attend mandatory weekly/monthly team meetings and contribute to team discussions and service improvement initiative
• Follow internal policies, data protection protocols, and industry-standard safety procedures
• Maintain a professional appearance by wearing company-branded attire during all client visits
• Additional responsibilities as assigned.

QUALIFICATIONS

EDUCATION & EXPERIENCE

• Bachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset
• 2+ years of experience in a Field Services or/and Desktop Support role within the IT industry required
• Previous experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required
• Previous experience building and repairing computer hardware, and a working knowledge of past and existing computer hardware components & technologies required
• Previous experience with Active Directory, Domain Services, and Windows Operating Systems (Consumer/Server) required
• Working knowledge of imaging tools, endpoint protection platforms, and troubleshooting networking issues and standard enterprise hardware required
• Familiarity with ConnectWise Manage or similar service management/ticketing systems required
• Previous experience in a Customer Service or/and Helpdesk Environment is preferred.

KNOWLEDGE, SKILLS & ABILITIES

• Technical Support and Troubleshooting skills
• Analytical skills with the ability to solve complex issues
• Excellent customer support and customer service skills
• Strong interpersonal skills with a client-focused mindset
• Ability to work well in a team
• Strong ability to prioritize tasks and meet deadlines
• Strong attention to detail and accuracy
• Proactive, results-driven approach to problem-solving in the field
• Professional verbal and written communication skills
• Must possess a valid driver’s licence and be willing to travel regularly to client locations
• Experience in a fast-paced environment with multitasking responsibilities

WORKING CONDITIONS

• Must be able to obtain and maintain a clear criminal record check
• Physically able to perform all listed job duties
• Able to lift and carry up to 50lbs
• This role involves working in a variety of environments and includes regular interaction with staff and members of the public
• Field-based role requiring daily travel to client sites and head office
• Company van (Subject to availability) and tools provided for work-related duties.
• On Call/Shiftwork as required to provide after-hour client support, including occasional weekend work for critical support tasks
• Various shifts at a fast pace to meet service level requirements of our clients