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Remote Services Engineer

Procom

This is a Contract position in Montreal, QC posted July 17, 2019.

Remote Services Engineer On behalf of our client, Procom is seeking a Remote Services Engineer for a 6 month contract in Montreal Quebec.

Remote Services Engineer Provide professional assistance to internal and external customers having hardware
– and software-related incidents with their supported desktop, laptop or peripherals.

Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.

Remote Services Engineer Responsibilities This includes the following activities: Installing, supporting, and troubleshooting approved computing software Provide troubleshooting for supported hardware and escalate when local support is required Correctly route incidents and requests in a timely manner to proper support tiers Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN) Provide timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel Exercises judgment with defined procedures and practices to determine appropriate action Demonstrates good judgment in selecting methods and techniques for obtaining solutions Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures May participate in development of information technology and infrastructure projects Recommend hardware and software solutions when applicable Manage personal work load with little day-to-day supervision Work within team to assist coworkers in discussions regarding client support Ability to work on call after hours if required Communicate effectively with multiple customers and co-workers.

This includes the following activities: Consulting with the multiple tiers of support including, but not limited to, Service Desktop and Desktop Teams Able to communicate highly technical information to both technical and non-technical personnel Provide Case status updates to management and end-users Provide phone support and diagnostics to remote customers Participate in training programs designed to educate customers about basic and specialized applications Develop, document, and implement standard operating procedures and customer service guidelines relating to Remote Desktop Services support Remote Services Engineer Mandatory Skills Excellent customer service skills Reliability and a strong sense of responsibility Ability to work independently and take ownership Solid technical and analytical skills required Ability to troubleshoot, support, install, and repair software remotely Ability to troubleshoot hardware incidents remotely Ability to determine when requests and incidents must be escalated to next level support and route calls to correct resolver in a timely manner Knowledge of supported Microsoft Windows operating systems Experience with Active Directory administration Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities Associates Degree or equivalent experience preferred A Certification recommended MCTS, MCITP, MCPD, MCM preferred ITIL Certification preferred Remote Services Engineer Assignment Length 6 months Remote Services Engineer Location Montreal Quebec Remote Services Engineer Start Date ASAP