End User Support


Website eTeam

Title: End-User Support

Location: Toronto, Ontario

Duration: 12 Months

Pay rate: $35/hr to $45/hr on T4 without benefits

Principal Job Responsibilities

  • Demonstrate a high level of customer care at all times, even in difficult situations.
  • Installation, setup and support of PC device hardware, OS, and applications.
  • Support to advanced user level across the entire suite of Microsoft Office applications.
  • Support to advanced user level across the entire Google G Suite product range.
  • Troubleshoot and resolve issues on all company networked multi-functional (MFD) and printer devices.
  • Troubleshoot and support across a range of mobile devices to include Android smartphones and Apple iPhone / iPad products.
  • Ensure that all Incidents allocated to you are actioned, updated in detail, and resolved / closed within agreed SLAs.
  • Ensure there is record of all support provided to our users, via our service desk platform At Your Service.
  • Provide support via the telephone, Tech Stop and deskside as required.
  • Participate and contribute to the success of various IT based projects or office moves.
  • Take ownership of problems until a resolution has been delivered to the customers satisfaction.
  • Produce documentation and reports when requested.
  • Keep the IT Asset Management Systems up to date at all times.
  • Contribute to a healthy and friendly working environment; working closely as a member of a strong support team.
  • Liaise and provide support when needed amongst other IT Operations teams, and channel information through appropriate team members and peers.
  • Share support information across teams and celebrate successes.
  • Participate in and take responsibility for a structured training schedule to include both, compulsory and elective courses, exceeding 40 hours each calendar year.
  • Based primarily at Country Location, there may, on occasion, be a requirement to work at other client sites.

Software and Technology:

  • ServiceNow: At Your Service
  • Will support Remote and In-office Users.
  • OS: Primarily Windows, Little bit of Mac
  • Google Workspace is important
  • Analytics: Reporting/Presentation/Data Analysis.
  • Servicenow