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Tata Consultancy Services: Desktop Support Technician

Tata Consultancy Services

This is a Full-time position in Montreal, QC posted April 3, 2021.

Responsibilities: Day to day management of tickets, requests, and escalations from VIP users and Senior Managers both within IT and the business as well as for issues that are in-depth and chronic in nature.

Senior Management Escalations Advanced technical knowledge and business insight, handle escalations and specialized services Onsite Visits: Dedicated Senior L2 L3 support on site at a branch to investigate and resolve an issue.

Remote Support: Remote support for users working from home, resolving issues with home systems and personal devices, cabling, network equipment, service provider engagement.

Branch Analysis: Deep dive investigation into latency issues and chronic problems in a branch White Glove Service: Bundled service package of all services for an extended amount of time plus in-depth troubleshooting.

Knowledge Management Process Review and validate technical documentation and provide general feedback to improve the knowledge repository and overall process.

Problem Management participation identify issues in the environment escalated from within Wealth Management and ISG.

Participation in on-call team rotations Off Hours Support runs from 5:00pm EST to 7:00am EST and weekends.

Off Hours Support is to cover specific tiers, ED’s and above and/or silver, gold tiers, and President/ Chairman’s club end-users Project Participation: Providing project and status reporting for projects where DOE participation is needed.

Attending meetings, outage bridges and managing any workflow back to the team.

Required skills: A progressive level II Desktop, Server, and Network support or related experience Microsoft certifications: MCP/MCSA/MOS/MCSE and/or MS-365/Azure, Cisco CCNA desirable Excellent knowledge of Windows 7/10 environment Prior knowledge of VMware and Citrix Familiarity with PowerShell, VBScript, JavaScript, HTML Intermediate Knowledge of MS Exchange/Messaging applications, including but not limited to Outlook, Skype, and MS teams Mac, iPad/iPhone support knowledge Knowledge of VPN infrastructure, troubleshooting of MS Direct-Access, AOVPN Internet browser proxy experience Nice to have: Cisco CCNA certification Intermediate knowledge of Network Architecture and Topologies/Network + Knowledge of monitoring tools for Network and Workstations, including but not limited to SevOne, Corvil, Extrahop, Splunk, Fiddller, Wireshark Knowledge of French and English is required.”