End-User IT Support Engineer - Desktop & Network

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. Responsibilities Provide end-to-end user support and manage all IT related incidents for Desktop, Mobile, Network, IP Telephony, Software, and Security. Act as escalation point and track progress for non-Desktop and Mobile related incidents. Accurately diagnose and resolve incidents for Desktop, Mobile, and Software related incidents. Fulfill requests for new hardware and software including imaging, configuration, setup, and installation for all end-user IT requests. Control Inventory Management for Desktop and Mobile related Hardware. Diagnose and resolve network and workgroup printer related issues. Diagnose and resolve client access issues related to network access and MFA. Upkeep, design, and implementation of proprietary client software and applications. Provide front line support to over 2500 business professionals. Coordinate with client to determine appropriate hardware and software needs for end users. Log, resolve and/or track progress of all incidents and service requests reported to IT Support. Required Knowledge and Qualifications/Skills 1 to 3 years technical support experience in Desktop Support 1 to 3 years technical support experience supporting any of the following: internet, network, hardware, software. Good communications skills both written and verbal Proficient with Windows 11 Operating Systems Proficient with Microsoft Office Application Suite Proficient with Office 365 Application and cloud-based applications (i.e. Azure, Intune). Basic understanding of TCP/IP networking 1 to 2 years of experience with network printers 1 to 2 years of experience working in a team environment 1 to 2 years of experience with a computer imaging solution Strong Hardware and Software problem solving skills Preferred Professional Experience and/or Educational Designation/Certification Undergraduate degree or diploma, preferable in a technical discipline or equivalent and relevant work experience Certification in A+ and/or Network+ or equivalent would be considered an asset Experience with Incident Management solutions, preferably ServiceNow Basic understanding of modern endpoint detection and response tools. 1 to 3 years of experience with Smartphones, particularly, Apple IOS device Experience with MFA technologies A team member who takes ownership of every client interaction and is accountable for effective outcomes beyond that interaction. A professional that demonstrates empathy by listening to understand the client’s unique support needs and situations, in order to communicate in a clear, honest, and genuine way A team member who collaborates to get things done by leveraging their own and each other’s talents A team member who willingly adapts to meet the changing needs of our clients A team member who proactively seeks to make things better At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity. #J-18808-Ljbffr TELUS Digital