Profile:
We are currently recruiting for a 4-month Deskside Support Practicum Student to join our Information Technology team based in Victoria, BC. The Deskside Engineer will be assisting Tier I personnel in solving technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.
The successful candidate will be highly focused on delivering exception customer experiences in every interaction with the De Havilland user community. There may be a requirement for some travel within Canada up to 10 of the time.
Duties & Responsibilities:
- Provide on-site assistance to De Havilland end users (Phone, Chat and In-Person) .
- Assist Deskside team in preparing hardware for user deployment (Onboards, Offboards and lifecycle management)
- Reproduce, diagnose, and analyze problems reported by end-users, in turn formulating solutions to resolve the issue at hand.
- Configure and deploy IT equipment for new employees.
- Create knowledgebase articles related to activities that have not been previously documented
- Assess recurring issues to create automated processes where possible.
- Provide feedback to manager and team members regarding concerns or suggestions for processes and procedural improvements.
- Input into core device images, including security, standardizations, and device and security controls.
- Identify common themes with end user incidents, raise problem management tickets and work with the relevant parts of the IT organization to resolve problems.
Education and Professional Qualifications:
- Students majoring in Information technologies studies
- Students who have completed 2 years of study in information technology studies
- Familiarity of ITIL V3 or 4 foundations.
- Working knowledge of Microsoft environment (O365, Active Directory, Azure).
- Strong interpersonal, written, and verbal communications skills required with demonstrated ability to handle confidential information in a professional manner.
- Highly self-motivated and directed.
- Proven analytical and problem-solving abilities.
- Exceptional customer service orientation.
- Ability to work to deadlines and handle high volume as required.
- Effective attention to detail and a high degree of accuracy.
- Positive “can do” team attitude.
