BFG Enterprise Services
End User Services Technician Level 2 (Desktop/Laptop/Mobility/Voice)
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Role
Provide Level 2 technical support to client users through remote connection and onsite support. This role is primarily focused on ITHUB walk-in support but may vary based on business needs and as directed by the Supervisor.
Responsibilities and Duties
- Provide dedicated onsite support at assigned Loblaw, SDM, Medi, SHN, and affiliate office locations.
- Provide onsite support at non-manned Loblaw and SOM office locations as scheduled by the customer.
- Provide desktop and end-user onsite support and services.
- Set up and deploy new corporate assets.
- Perform onsite hardware and software upgrades as directed.
- Provide setup, support, and hardware services for telephone systems and assist with VoIP-related issues.
- Provide video conferencing support during business hours for executive-level meetings, as requested (VP level or above).
- Provide onsite support services for scheduled changes, including evenings and weekends, as required.
- Provide emergency onsite support services, including evenings and weekends, as requested.
- Maintain an incident ticket for all applicable support requests.
- Provide executive-level white-glove support after hours to users at the VP level or above, including support for computers and mobile devices.
- Provide support to offshore users as required.
- Train end users on how to create tickets through the ServiceNow system.
- Install or assist with the installation of network equipment as requested and directed by the customer.
- Provide facilities management assistance, including support for HVAC, IT equipment, data cabling, and maintenance, as directed by the customer.
- Provide network management assistance, including initial issue triage, support to network teams as required, and maintenance activities as directed by the customer.
- Escort vendors as requested and directed by the customer.
- Obtain Loblaw/SOM pre-approval for any materials required to complete a service request under the Statement of Work (SOW).
- Provide a Service Technician within four (4) hours of dispatch for higher-priority issues.
- Participate in walk-up support through the kiosk for users requiring immediate assistance with desktop or mobility-related issues, as required.
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Qualifications
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- Post-secondary education in a relevant technology field.
- Minimum 3–5 years of experience in a hardware break/fix environment.
- Previous experience providing deskside support services.
- Excellent customer service and communication skills.
- A+ certification preferred.
- Network+ or Cisco certification preferred.
Bona Fide Occupational Requirements
- Must possess a valid Class G driver's licence.
- Must be able to provide a clean driver's abstract upon hire.
- Must be prepared and willing to travel as requested by the Supervisor.
- Must be prepared and available to work after hours, including evenings and weekends, as requested by the Supervisor.
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