Desktop Services Engineer III in Calgary, AB

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Industry:

Technical Services   •  

5 - 7 years

Posted 7 weeks ago

Description

Fujitsu is the leading Japanese information and communication technology company and a leading provider of IT products and services including hardware, software, networking and business solutions to customers in more than 100 countries. We are known for our ability toharness the power of IT for our clients and to build innovative practices and solutions. AtFujitsu, you will find a dynamic work environment with multidisciplinary teams involved in stimulating projects.

Fujitsu is where you can pursue your full career potential. We enable our employees to grow as individuals, mature as industry professionals and proudly succeed as key members of the Fujitsu team.

POSITION SUMMARY:

Provide professional assistance to external clients having hardware and software related problems with their supported desktops, laptops or peripherals. Able to resolve various issues for various IT technologies including, but not limited to network troubleshooting, mobile device management, remote connectivity and remotes support tools promptly in accordance to published SLAs while maintaining a high level of customer satisfaction.

POSITION DUTIES AND RESPONSIBILITIES:

Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. This includes the following activities:

• Provide leadership and training to other team members

• Backup Team Lead when required

• Escalation point for complicated technical issues for level 1 and level 2 team members

• Maintain standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers

• May lead and/or participate in IT projects

• Install, support and troubleshoot approved desktop software

• Perform planned maintenance, moves, adds and changes

• Provide support services to clients with technical problems and issues that involve desktops, laptops, mobile devices or network services from local or remote clients using network remote access (VPN)

• Provide timely resolution of problems or escalations on behalf of the clients to appropriate technical personnel

• Provide feedback and make recommendations to appropriate teams for creation and maintenance of standard images

• Recommend innovative solutions for continual service improvement

• Demonstrate good judgment in selecting methods and techniques for obtaining solutions

• Demonstrate strong collaborations skills

• Troubleshoot and resolve advanced technical incidents including network connectivity issues

• Ability to work on call after hours as required

• Communicate effectively with multiple clients and co-workers

• Able to communicate highly technical information to both technical and non-technical personnel

• Provide case status updates to management and end-users

• Provide phone support and diagnostics to remote clients

• Participate in training programs designed to educate clients about basic and specialized applications

• Develop, document, and implement standard operating procedures and client service guidelines relating to Desktop Managed Services Support

• Provide feedback and recommendations for KBA (Knowledge Based Articles)

• Assess day-to-day activities to minimize client down-time and ensure client satisfaction

• Analyze problem trends and develop ideas to achieve problem resolution

• Provide feedback and recommendations for KBA (Knowledge Based Articles)

• Stay current with applicable latest technologies and practices



Qualifications

QUALIFICATIONS:

• Ability to work independently and take ownership

• Solid technical and analytical skills required

• Ability to manage IT / Desktop initiatives and organize projects

• 5 years' experience supporting Microsoft Windows operating systems

• 5 years' experience supporting Active Directory administration

• 5 years' experience installing, configuring, using and troubleshooting supported versions of Microsoft Office

• Strong interpersonal skills in dealing with a wide range of clients with varying computer abilities

• 5 years' experience supporting and troubleshooting local area network (LAN) and VPN connectivity issues

EDUCATION and/or WORK EXPERIENCE:

• Associate's Degree or equivalent certification and experience required

• A+ Certification recommended, MCTS, MCITP, ITIL Certification preferred

• 4+ years of related experience

• MCSA and MCSE will be considered an asset

• Demonstrated experience working in a corporate environment

SPECIAL CONDITIONS:

• Ability to travel as required