Support Engineer enabling onboarding, decommissioning, SQL migrations, and escalated platform support for veterinary software customers. Partnering with engineering, customer success, and implementation teams on reliable technical solutions.
About the role
- End User Device Support Analyst providing technical support for end-user devices in Hamilton. Collaborating with IT teams to ensure device security and functionality for City employees.
Responsibilities
- Provide technical support to employees, ensuring that all end-user devices, associated applications and services operate efficiently.
- Provide support for desktops, laptops, mobile devices and productivity tools with strong focus on device management through Microsoft Intune.
- Develop and manage Microsoft Windows operating system custom images, computer hardware driver packages and how they are implemented in the Microsoft Configuration Manager Task Sequences.
- Provide customer-focused service and proactive support to maintain a productive and secure technology environment.
- Troubleshoot hardware and software issues, assist with account and access support, deploy and manage devices, and ensure compliance with organizational security standards.
- Support onboarding/offboarding processes and maintain accurate inventory.
- Provide customer service through clear communication and timely issue resolution.
- Monitor device health, perform remote management actions, and help enforce mobile and endpoint security policies using on premise and cloud-based services/tools.
- Define user endpoint compute standards, evaluate vendor application packages, IT equipment, operating systems, and services.
- Track, gather, monitor, and maintain software license information to ensure corporate compliance.
- Record, analyze, and coordinate solutions to technical problems related to the operation and performance of business applications, end user devices, and enterprise end user architecture.
- Research, compile and synthesize information regarding end-user compute to define City-wide standards.
- Identify topics where additional education and training are required, develop training programs and supplementary documentation, and support the creation and execution of User Acceptance test plans and test scripts.
- Provide second and third level support to the user community for end user devices, associated applications and services operate efficiently.
- Review, diagnose and resolve client hardware and software issues, update service desk ticket with the resolution.
- Research issues through access to vendor knowledge databases to enhance quality of problem resolutions.
- Initiate and manage contact/communications with hardware, software and peripherals vendors as required.
Requirements
- University Degree or College Diploma in Computer Science, Information Systems.
- Experience in end user device support, including supporting and troubleshooting client hardware and software products including operating systems, hardware components and peripherals, business software, email applications, internet and utility software.
- Demonstrated skills in analysis, planning, problem-solving abilities/logical troubleshooting and project management skills.
- Ability to develop and manage Microsoft Windows Operating System and Application deployments using Microsoft Endpoint Management platforms (Microsoft Endpoint Configuration Manager & Intune).
- Ability to create custom scripts, with command-line cmdlets such as PowerShell, that will package, deploy or configure applications.
- Demonstrated experience installing and maintaining business productivity software and email including Microsoft Office and Microsoft Outlook.
- Working knowledge of server technology, hardware, and software including networking systems (DNS, Active Directory, WSUS, ADK).
- Ability to make sound and logical judgments.
- Strong technical knowledge of Microsoft Windows operating system.
- Experience maintaining client relationships and delivering to established service levels.
- Working knowledge of quality assurance and testing practices.
- Knowledge and understanding of project management fundamentals.
- Knowledge of fundamental ITIL standards.
- Strong interpersonal, written, and oral communication skills.
- Must possess a valid Class G Drivers’ Licence.
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