Deskside Support Technician

Looking for an onsite deskside support technician join the team.

Location: Downtown Toronto

Work mode: 5 days a week reporting to office

Key Responsibilities:

Deskside Support & Troubleshooting

• Provide high-quality, in-person IT support for desktops, laptops, monitors, peripherals, and mobile devices (Windows and Mac OS environments).
• Troubleshoot hardware and software issues, including operating system problems, network connectivity, and application performance.
• Assist users with software installations, configurations, and upgrades.
• Perform break-fix support and proactive maintenance to minimize downtime and disruptions.

VIP & Executive-Level Support

• Deliver exceptional support to VIPs, C-level executives, and other high-profile users with a focus on white-glove service and discretion.
• Understand the criticality of executive support and ensure swift, efficient resolution of any issues.
• Anticipate VIP needs and provide proactive solutions to enhance their technology experience.

Data Center Hands and Feet Support

• Perform physical tasks in the data center, including racking, cabling, hardware swaps, and equipment relocations.
• Assist remote engineering teams by acting as their "hands and feet" for diagnostics, maintenance, and troubleshooting.
• Maintain accurate records of data center assets and ensure proper cable management and labeling.

Ticket Management & Documentation

• Log and manage all incidents and requests in ServiceNow, ensuring timely resolution and proper categorization.
• Document troubleshooting steps and solutions, creating reusable knowledge articles and improving team effectiveness.
• Communicate status updates and next steps to end users and stakeholders.

Collaboration & User Engagement

• Build strong relationships with end users, understanding their unique needs and ensuring a customer-centric experience.
• Collaborate with other IT teams (e.g., network, security, infrastructure) to resolve complex or escalated issues.
• Support onboarding and offboarding activities, including hardware provisioning and system setups.

Travel, Compliance, & Continuous Improvement

• Travel to satellite offices and data centers as needed, requiring a valid driver's license and reliable transportation.
• Adhere to company policies, security guidelines, and ITIL standards to ensure compliance and data protection.
• Contribute ideas and feedback to improve IT processes and drive continuous improvement.

Key Qualifications & Experience:

• 2-4 years of experience in deskside support or field IT roles, supporting diverse user bases.
• Strong troubleshooting expertise in Windows (10/11) and Mac OS environments.
• Solid understanding of hardware maintenance and troubleshooting, including laptops, desktops, monitors, and peripherals.
• Experience supporting VPN, remote access, and connectivity-related issues.
• Hands-on experience with data center environments, including server racking, cabling, and physical troubleshooting.
• Familiarity with ITSM systems such as ServiceNow, including incident and request management.
• Excellent interpersonal and communication skills, with the ability to explain technical issues clearly and concisely.
• Professionalism and discretion in supporting VIP users and handling sensitive issues.
• Ability to work independently and manage time effectively in a fast-paced environment.
• Valid driver's license and willingness to travel between sites as required.
• Certifications such as CompTIA A+, ITIL Foundation, ACSP (Apple Certified Support Professional), or Microsoft certifications (MCSA/MCTS) are a plus.