Desktop Engineer

MatchPoint Solutions is a fast-growing global IT and Engineering services firm delivering innovative technology solutions to leading enterprises including Uber, Robinhood, Netflix, Airbnb, Google, and more. With a growing international presence across North America, Europe, Asia, and South America, we help organizations turn ideas into outcomes through cutting-edge technology, industry best practices, and deep technical expertise. We’re expanding our team and looking for driven professionals who want to build impactful solutions in a collaborative, high-growth environment.

Job Title: Desktop Engineer III Location: Montréal, QC H3A 3R2 Duration: 8 Months Job Type: Onsite Pay Rate: CAD 27 to CAD 33 EDUCATION and/or WORK EXPERIENCE: Associate's Degree or equivalent experience required A+ Certification recommended MCTS, MCITP, MCPD, MCM preferred MCSA, MCSD and MCSE preferred ITIL Certification preferred 4-6 years or more of related experience preferred Top Required Skills: Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. POSITION SUMMARY: Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals. Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents.

Ability to provide excellent customer services and fluently communicate with executives, at client headquarters. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions. POSITION DUTIES AND RESPONSIBILITIES: Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals.

This includes the following activities: - Strong troubleshooting experience with Windows 10, Office 365 (Outlook, Word, Excel, PowerPoint) suite of apps. Knowledge of M365 suite of apps, like OneDrive, OneNote, Teams, Planner, etc. Need exceptional knowledge in MS technology and at least 4 years of exp.

Azure Portal experience; Azure Active Directory, Licensing, Reporting. Previous experience supporting and troubleshooting macOS MacBook workstations. Previous experience with Audio/Video & Boardroom issues.

Previous knowledge and experience with WebEx. VIP White Glove Support; troubleshooting VIP user issues quickly, with excellent customer service. Xerox Printer Support experience; Xerox Console Management.

Networking & Cabling experience. Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors. Managing returns on warranted parts and systems Packaging and shipping replacement parts to customers Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers - May lead the development of information technology and infrastructure projects Installing, supporting and troubleshooting approved desktop software Performing planned maintenance, moves, adds and changes Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN) Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel Creating and maintaining images for standard systems Recommends hardware and software solutions, including new acquisitions and upgrades Demonstrates good judgment in selecting methods and techniques for obtaining solutions Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures Troubleshooting and resolving intermediate LAN connectivity incidents Ability to work on call after hours as required Communicate effectively with multiple customers and co-workers.

This includes the following activities: - Consulting with the Service Desk on support calls Ability to fluently communicate with executives Able to communicate highly technical information to both technical and non-technical personnel Providing Case status updates to management and end-users Providing phone support and diagnostics to remote customers Participating in training programs designed to educate customers about basic and specialized applications Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support - Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction Analyzes problem trends and develops ideas to achieve problem resolution TEAM LEAD RESPONSIBILITIES (if applicable): Ability to fill in as acting Team Lead when necessary QUALIFICATIONS: Ability to work independently and take ownership Solid technical and analytical skills required Ability to manage IT / Desktop initiatives and organize projects Thorough knowledge of supported Microsoft Windows operating systems Intermediate Experience with Active Directory administration Thorough knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues This includes the following activities: Strong troubleshooting experience with Windows 10, Office 365 (Outlook, Word, Excel, PowerPoint) suite of apps. Knowledge of M365 suite of apps, like OneDrive, OneNote, Teams, Planner, etc. Need exceptional knowledge in MS technology and at least 4 years of exp.

Azure Portal experience; Azure Active Directory, Licensing, Reporting. SPECIAL CONDITIONS: (Travel, work environment, physical demands, certificates, licenses etc..) Ability to travel as required. Ability to lift 50lbs (printers, desktop machines, etc) MatchPoint Solutions is an equal opportunity employer.

We are committed to providing equal employment opportunities to all employees and applicants and do not tolerate discrimination or harassment of any kind. Employment decisions are made without regard to race, color, religion, age, sex, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local laws. This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoffs, recall, transfers, leaves of absence, compensation, and training.