* Troubleshoots and resolves software and hardware problems for internal customers in a business centre
* Support and assist in the deployment and maintenance of systems using macOS based tools and Windows based tools.
* Responds to Helpdesk requests, ensure metrics are met; escalates higher level problems to Deskside Support Level III and IT Manager
* Troubleshoots/resolves remote access problems for offsite users
* Provides macOS/Windows problem solving for local users
* Performs new hardware installation and upgrades; Must be able to lift 30kg
* Performs movement, additions and changes to equipment (computer hardware, cables)
* Performs applications installation, re-installation, configuration and upgrades
* Executes all existing security procedures for safeguarding hardware and software physical assets
* Resolves basic network connectivity issues as necessary
* Track hardware inventory
* May assist in network application installations and change implementations
* Resolves basic network connectivity issues as necessary
* Assists with hardware/software set up for on-site user business presentations
* Ensuring Root Cause Analysis (RCA) is robust, complete and accurate for outages
* Ensure tracking and driving RCA actions to be completed
* Setting expectations and meeting deadlines
* Other duties as assigned
Qualifications:
* Associates Degree or equivalent from a two-year college or technical school or equivalent experience and/or training
* Microsoft Office 365
* EMM (Enterprise Mobility Management) or MDM (Mobile Device Management) Knowledge is a plus
* BASH, PHP, AppleScript, and python scripting knowledge a plus
* Overall a good team player with willingness to learn and drive to achieve
* Experience using terminal commands and simple scripts
* Knowledge of Remedy ticketing
* Certified A+/Desktop+, JAMF CCT and/or CCA, MCSA/MCSE, ACSP is a plus
* Excellent verbal and written communication skills
* Willing to work shifts/flexible hours as needed
Experience:
* 2+ years supporting desktop hardware and software in Mac/Windows-based PC/LAN environment or equivalent
* System administration experience, with knowledge in Mac OS X, iOS & Windows 7/10
* Experience utilizing desktop management tools such as JAMF Pro tools, Ghost and image preparation
* Experience in coding and shell scripting; Bash, PHP, Swift, AppleScript and Automator a plus
* Experience in managing/utilized Activity Directory 2008/2012
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