About this role
Key Responsibilities:
• Manage the daily coordination and deployment of IT equipment for new employees, working closely with hiring managers.
• Coordinate the ordering and activation of mobile phones for new hires and existing employees, working directly with telecommunications vendors to resolve order, account, and service issues.
• Handle requests for purchasing computers and peripherals, ensuring accurate documentation, addressing questions, and resolving concerns related to purchases and inventory.
• Create Requisitions and Purchase Orders in our hardware ordering system for refilling office hardware stock and on behalf of the customers.
• Create shipping labels and track orders from placement to delivery, ensuring that packages meet customer specifications and arrive on time.
• Investigate and resolve any shipping delays, verifying that purchase orders match shipments.
• Assist in managing and monitoring inventory control systems, ensuring equipment is available and accounted for.
• Evaluate and prioritize business-critical hardware for the organization.
• Deploy new computers to employees and new hires.
• Collaborate with the Procurement Team to address asset tracking, equipment redeployments, and basic PC/MAC repairs and troubleshooting.
• Provide high-level desktop support by resolving configuration issues, reviewing changes with clients, and maintaining documentation for desktop deployment procedures.
• Field incoming technical support requests from both local and remote end users with a focus on excellent customer service.
• Provide occasional support and troubleshooting for meeting-room audio/visual and collaboration technology.
• Maintain an incident management system to track technical problem histories and resolutions.
• Participate in special projects and perform administrative tasks as required.
Required Qualifications:
• 1+ years of experience deploying Windows and MacOS computers, with a preference for experience using Intune and Jamf.
• Bilingual proficiency in English and French, with the ability to communicate effectively with both technical and non-technical stakeholders.
• Strong knowledge of Windows 11, including the ability to diagnose, troubleshoot, and resolve hardware/software issues.
• Proficiency in Microsoft applications: Word, Excel, and Outlook.
• Experience supporting and troubleshooting meeting-room audio/visual and collaboration technology, including conferencing equipment, displays, cameras, microphones, and Microsoft Teams Rooms or similar platforms.
• Excellent communication skills in both written and verbal formats, with the ability to work collaboratively in a team environment.
• Superior attention to detail, organizational skills, and the ability to prioritize effectively.
• A strong commitment to providing high-quality customer service.
• A willingness to continue learning and improving technical skills.
Preferred Qualifications:
• Experience working in a support role for a software organization.
• ITIL knowledge and experience.
• Familiarity with ITSM ticketing systems and ServiceNow.
• Experience deploying equipment to a remote workforce.
• Previous experience with Jaggaer is a plus.
Salary Range: The hiring range for this role is $50,000 to $65,000 CAD per year. Final compensation will be based on experience, skills, market conditions, and internal equity.