Desktop Support Engineer at Sri Tech Solutions — NeverHard

Job DescriptionJob Description Job Title:- Desktop Support Engineer Location:- : 1604 10 St, Nisku, AB T9E 0A6 Job Description:- 2-5 years of experience in IT infrastructure support, with the ability to handle more complex hardware, software, and operating system issues independently. You will take on higher-level troubleshooting tasks while still adhering to hardware warranty and customer security compliance standards. You will also serve as an escalation point for Level 1 engineers, resolving issues that are beyond their capabilities. Hardware Support & Troubleshooting: Advanced experience in installing, troubleshooting, and repairing desktops, laptops, printers, and a wide range of peripheral devices. Troubleshoot and repair more complex hardware issues independently (e.g., motherboard failures, network card issues, advanced printer troubleshooting). Smart Hands: Take ownership of more advanced Smart Hands activities, diagnosing and troubleshooting hardware at physical locations with minimal supervision or guidance. Escalating complex network hardware issues. Advanced handling of physical equipment, capable of lifting and moving equipment exceeding 50 lbs when required. Software & OS Support: Advanced desktop application support: Lead the installation, troubleshooting, and repair of desktop applications across a variety of environments, including nonstandard or custom applications. Advanced desk-side support: Take on higher-level break/fix issues for desktops and laptops, including operating system (Windows, macOS) repair, registry fixes, and complex software conflicts. Advanced troubleshooting of antivirus and anti-spyware software: Handling escalated software installation or troubleshooting issues that Level 1 engineers cannot resolve. Advanced iOS/Android tablet troubleshooting: Lead troubleshooting efforts for tablet issues and device configuration, including issues beyond basic support, such as advanced configurations or user profile issues. Software/OS Deployment: Supports OS/software deployments, and operating systems using tools like MSCM, WDS, Intune, and other enterprise-level deployment tools. Responsible for resolving deployment failures, installation issues, and troubleshooting deployment problems that require a deeper understanding e.g. Investigating and resolving failures related to application deployment, OS updates, and user profiles but does not take ownership of enterprise-wide software rollouts. Active Directory & Identity Management: Provide advanced Active Directory support by independently managing user account creation, modification, and deletion, and resolving complex permission and access related issues, However, Level 2 engineers focus on addressing basic group policy issues, such as confirming policy application, and do not manage or design Group Policy configurations, which are escalated to Level 3 engineers. Escalation handling: Take ownership of more complex escalations related to Active Directory and identify areas for improvement, ensuring quicker resolution of repetitive issues. Advanced permissions management: Handle issues related to user rights, permissions, and file/folder access problems, troubleshooting and resolving security related access issues in a timely manner. Network & Connectivity Support: Advanced network troubleshooting: Handle more complex issues related to LAN and WAN configurations, including troubleshooting issues related to VPN, RDP, and connectivity problems that impact enterprise systems. Advanced protocol knowledge: Deep understanding of TCP/IP, DNS, DHCP, VPN, and RDP protocols, enabling you to resolve issues such as DNS resolution failures, VPN connectivity issues, and network routing problems. Provide advanced wireless network troubleshooting, including access point configuration, identifying Wi-Fi interference, and using diagnostic tools such as ping, ipconfig, and Wi-Fi analysers. However, Level 2 engineers escalate unresolved complex security and network issues to Level 3 engineers for deeper troubleshooting and resolution Best Regards, Andy S Talent Acquisition Group SRI Tech Solutions Inc.