Desktop Support Engineer - Senior

Role Overview

Seeking a dedicated and skilled Desktop Support Resource to join our team at the customer location (Markham, Canada). This role is essential in assisting our customers following the deployment of Windows 11, ensuring a smooth transition and addressing any technical issues that may arise.

Location: Markham, Ontario (Hybrid – 3 days onsite)

Key Responsibilities

• Customer Support: Provide first-level support to customers experiencing issues post-Windows 11 deployment.

• Troubleshooting: Diagnose and resolve hardware and software problems related to desktop systems and applications.

• Installation and Configuration: Assist in the installation, configuration, and maintenance of Windows 11 operating systems on customer devices.

• Documentation: Maintain detailed records of customer interactions, solutions provided, and technical issues encountered.

• Training: Conduct training sessions for customers to familiarise them with Windows 11 features and functionalities.

• Communication: Collaborate with other IT professionals and departments to ensure cohesive support and problem resolution.

• Updates and Upgrades: Manage and execute updates and upgrades to Windows 11 systems as necessary.

• Feedback Collection: Gather customer feedback to improve support services and identify areas for enhancement.

Qualifications

• Education: A degree in Information Technology, Computer Science, or a related field.

• Experience: 7+ years of experience in desktop support and familiarity with Windows operating systems, particularly Windows 11.

• Technical Skills: Strong knowledge of hardware and software troubleshooting, installation, and configuration.

• Communication Skills: Excellent verbal and written communication skills.

• Customer Service: Ability to provide exceptional customer service and support.

• Problem-Solving: Analytical thinking and problem-solving abilities.

• Team Collaboration: Ability to work effectively in a team-oriented environment.