Provide specialized hardware / software / network problem diagnosis / resolution for customer’s end users (specialized Office Support / Blackberry / VPN) Route problems to onsite hands and feet support staff. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

Experience in supporting production environment comprising of MAC machines.

Client

Management tools such as Apple Remote Desktop, Deploy Studio, Package maker, FileWave & Casper would be a plus Scripting, programming and other languages (Python, Ruby, C, C++, Objective C) would be a plus Basic knowledge of Windows based systems Experience Required Exposure/ Troubleshooting knowledge to most common Macintosh applications like Adobe apps, Quark Xpress, MS Office and Final Cut Pro (FCP) would be added advantage. Mass upgrades and patch management of Mac OS and Software Product installation and application patches deployment Work closely with onsite support staff to obtain technical knowledge and to permanently solve chronic problems.

Training: Be willing to impart on the job and commercial training designed to enhance skills and support capabilities. 3-4 yrs of University education post High school (B.Sc. 1-2 yrs diploma in Information Technology. Preferred MCP/MSCE/MSCA or HDI CSS. ~3-5 years help desk, customer service,



and support experience with problem solving involving hardware, software, and networks. ~ Phone support experience necessary. ~ Technical helpdesk or technical call center experience is necessary. ~ Hands-on work experience with the following: ~ Windows Operating systems Windows 7, XP, 2000, 98 ~ Windows 2000, 2003, 2008 ~ Remote desktop connectivity applications: MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange ~ VPN and remote dial-in users ~ Support for laptop, desktops, and printers ~ PDA, tablets, iPads and phone support ~ Experience in SME support in specialized desks like Blackberry, VPN, MS Office etc. Analysis on performance BCP/DR Implementation and Support Root cause analysis and preparing Major Incident Reports Installations, moves, adds, and changes (IMACs) Engineering of SA-related solutions for project and operational needs Should be able to work in an on-site/off-shore model – ensuring seamless communication with the offshore team to achieve service Levels Ability to manage multiple projects each with critical deadlines simultaneously Personal dedication to providing high quality, superior service at all times.

Ability to work flexible schedule from time to time to cover for other help desk staff Technical Expertise Concern for Order and Quality Keep up-to-date on new technologies and end customer technologies

📌 Microsoft Desktop Support Technician (Montreal)
🏢 krg technology
📍 Montreal