Job title: Level 2 desktop support technician

The candidate will be a Level 2 desktop support technician for the WM Technology Desktop Operation and Escalation Team. The candidate will be responsible for managing incident tickets and escalations, provide on-call support, perform knowledge documentation review, and participate in project activities.

Executive Summary

The DOE (Desktop Operations and Escalations) Team manages escalations of a technical nature from various clients (DSS, SDM, CTS, TCI, and Senior IT and Business Managers). They are considered Level 2 within the desktop support structure and require both a high level of technical acumen combined with well-developed verbal and written interpersonal and communication skills.

Responsibilities

DOE Operations Team

Day to day management of tickets, requests, and escalations from DSS, CTS,



TCI and liaise with various resolver teams within WM CTS and Enterprise Infrastructure.

Knowledge Management Process - Review and validate technical documentation and provide general feedback to improve the knowledge repository and overall process.

Problem Management participation identify issues in the workplace escalated from within EUS.

Participation in on-call team rotations- Off Hours Support runs from 5:00pm EST to 7:00am EST and weekends. Off Hours Support is to cover specific tiers

Project Participation

Providing project and status reporting for projects where DOE participation is needed. Attending meetings and managing any workflow back to the team

Support desktop build testing and sign-off

📌 Desktop support technician (Toronto)
🏢 Jose Merciline
📍 Toronto