Role: Provide Level 2 technical support to client users through remote connection and onsite support. This role is primarily focused on ITHUB walk-in support but may vary based on business needs and as directed by the Supervisor.

Responsibilities and Duties

• Provide dedicated onsite support at assigned Loblaw, SDM, Medi, SHN, and affiliate office locations.

• Provide onsite support at non-manned Loblaw and SOM office locations as scheduled by the customer.

• Provide desktop and end-user onsite support and services.

• Set up and deploy new corporate assets.

• Perform onsite hardware and software upgrades as directed.

• Provide setup, support, and hardware services for telephone systems and assist with VoIP-related issues.

• Provide video conferencing support during business hours for executive-level meetings, as requested (VP level or above).

• Provide onsite support services for scheduled changes, including evenings and weekends, as required.

• Provide emergency onsite support services, including evenings and weekends, as requested.

• Maintain an incident ticket for all applicable support requests.

• Provide executive-level white-glove support after hours to users at the VP level or above, including support for computers and mobile devices.

• Provide support to offshore users as required.

• Train end users on how to create tickets through the ServiceNow system.

• Install or assist with the installation of network equipment as requested and directed by the customer.

• Provide facilities management assistance, including support for HVAC, IT equipment, data cabling, and maintenance, as directed by the customer.

• Provide network management assistance, including initial issue triage, support to network teams as required, and maintenance activities as directed by the customer.

• Escort vendors as requested and directed by the customer.

• Obtain Loblaw/SOM pre-approval for any materials required to complete a service request under the Statement of Work (SOW).

• Provide a Service Technician within four (4) hours of dispatch for higher-priority issues.

• Participate in walk-up support through the kiosk for users requiring immediate assistance with desktop or mobility-related issues, as required.

Qualifications

• Post-secondary education in a relevant technology field.

• Minimum 3–5 years of experience in a hardware break/fix environment.

• Previous experience providing deskside support services.

• Excellent customer service and communication skills.

• A+ certification preferred.

• Network+ or Cisco certification preferred.

Bona Fide Occupational Requirements

• Must possess a valid Class G driver's licence.

• Must be able to provide a clean driver's abstract upon hire.

• Must be prepared and willing to travel as requested by the Supervisor.

• Must be prepared and available to work after hours, including evenings and weekends, as requested by the Supervisor.