IT Support Engineer

Stealth Monitoring is looking for talented individuals like you! Be the next Deskside Support II.

The Deskside Support II is an Intermediate-Level IT position under the Service Desk team. The role is responsible in providing in-depth technical support for hardware and software, application, and technical troubleshooting to internal employees. The role also requires participation in incident management during business outages as the leg and hand support onsite. Ensure that all level 1 tickets are handled in accordance with the SLA and standards.

The role is on a 24 x 7 shifting schedule and acts as the escalation of Jr. Service Desk Engineers for all IT related issues and concerns manning the shift.

Duties/Responsibilities

Service Desk Function

• Assist internal and external employees by serving as the first point of contact for any IT-related requests, issues, or concerns. Provide direct technical support to customers.
• Oversees the successful resolution and closure of all incidents, queries, and service requests.
• Maintains all Service Level targets and ensures that these are met as committed with the business.
• Basic data gathering and analysis of tickets to identify trends and root cause analysis.
• Manning the ticketing queue, making sure all tickets are being acknowledged and assigned to the right bucket.
  
  

Deskside Support Function

• Re-imaging of desktops and laptops and ensure that it follows the company standards for computer lockdown, security policies and hardening requirement.
• Test and deploy security updates and ensure all applications installed on the endpoints are up to date.
• Participate in all endpoint configuration, maintenance, and support. Serves as the hand and leg of other technology team for the activities that requires physical intervention.
  
  

Incident Management

• Assist in troubleshooting critical incidents and business outage.
• Assist in understanding and getting the incidents reason for outage from the resolver group.
• Act as the Incident Manager for any business outage in the absence of the Sr. Service Desk Engineer or IT Supervisor.
  
  

Asset Management

• Participates on the tasks and procedures related to the IT Asset Management Lifecycle from requisition to disposal process.
• Inventory and audit of all IT assets on the site. Address any discrepancies in the report and collaborate with other support groups to obtain the most recent and accurate report.
• Partners with the 3rd party vendor for IT equipment repair and warranty claim.
  
  

Administrative Task

• Creates and maintains knowledge base documents, as well as facilitates knowledge transfer to team members.
• Maintains and creates workstations security standard configuration document, runbooks, playbooks and checklist.
• Conducts Quality Monitoring of tickets for team members to ensure adherence to QM policies.
  
  

Qualifications

• College Graduates of Bachelor’s Degree in any of the following courses – Information Technology, Systems, Computer, Engineering, Business or related disciplines – or a combination of education, training, and experience deemed equivalent.
• At least One (1) Professional Technology Certification (Microsoft, ITIL, Comptia, Cisco, etc.) is an asset.
• Applicants with at least 3 to 5 years of working experience in similar technology role preferably with mid-level technical support experience on Service Desk and End User Computing support services.
• Endpoint management or desktop support experience is highly desirable. Application support and troubleshooting via remote tool is an added advantage.
• Familiarity with CCTV with IP Cameras and NVRs troubleshooting experience is an advantage.
• Experience in ticketing system preferably Freshworks – or similar ITIL – enabled helpdesk platform.
• PC image creation and deployment. Experience in Microsoft patch management such as SCCM, BigFix etc. is an asset but not required.
  
  

Core Competencies

• Effective communication and customer service skills that can build strong relationships with peers, colleagues, customers.
• Must be a team player and flexible to adapt to an environment that constantly change. Ability to solve basic problems and interpret instructions.
• Computer savvy and shows keen interest in learning new technologies in a fast-paced working environment
  
  

Why join Stealth Monitoring?

At Stealth Monitoring, we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.