Desktop Engineer at Krg Technology Inc — Montreal, Canada

About The Role

Provide specialized hardware / software / network problem diagnosis / resolution for customer’s end users (specialized Office Support / Blackberry / VPN)
Route problems to onsite hands and feet support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Administer and provide User Access and Exit controls.
Experience in Administration of Macintosh base environment
Experience in supporting production environment comprising of MAC machines.
Good hands on experience on MAC OSX Snow Leopard, OS Lion, Mountain Lion & Mavericks
In depth knowledge of Apple Mac client and server operating systems.
Client Management tools such as Apple Remote Desktop, Deploy Studio, Package maker, FileWave & Casper would be a plus
Open / Active Directory integration
Scripting, programming and other languages (Python, Ruby, C, C++, Objective C) would be a plus
Basic knowledge of Windows based systems Experience Required
Excellent interpersonal skills with the ability to influence both I.T. and the business
Exposure/ Troubleshooting knowledge to most common Macintosh applications like Adobe apps, Quark Xpress, MS Office and Final Cut Pro (FCP) would be added advantage.
Mass upgrades and patch management of Mac OS and Software
Product installation and application patches deployment
Administration and maintenance of existing packages

Work closely with onsite support staff to obtain technical knowledge and to permanently solve chronic problems.
Training: Be willing to impart on the job and commercial training designed to enhance skills and support capabilities.

3-4 yrs of University education post High school (B.Sc. or Diploma)
1-2 yrs diploma in Information Technology. Preferred MCP/MSCE/MSCA or HDI CSS.
3-5 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
Phone support experience necessary.
Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Hands-on work experience with the following:

Experience in SME support in specialized desks like Blackberry, VPN, MS Office etc.
Management and System Administration of MAC workstation and Server
Problem Management & Escalations
Analysis on performance
Change Management activities
Should have excellent troubleshooting abilities – to reduce the overall incident resolution time
Back-up and Recovery Services
Upgrades and Patch management
Vendor Management
BCP/DR Implementation and Support
Root cause analysis and preparing Major Incident Reports
Installations, moves, adds, and changes (IMACs)
Engineering of SA-related solutions for project and operational needs
Should be able to work in an on-site/off-shore model – ensuring seamless communication with the offshore team to achieve service Levels
Able to work well with little direction and in a team atmosphere
Ability to manage multiple projects each with critical deadlines simultaneously
Research and recommend innovative, and where possible automated approaches for system administration tasks
Ensure maximum um availability of Infrastructure by providing a quick turnaround of resolution times

Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
Ability to learn new information quickly and the willingness to do so at all times.
Ability to work flexible hours from time to time to cover for other help desk staff