Desktop Support Technician

Location:

Vancouver, BC, Canada

Employment Type:

Contractor

Workplace Type:  Hybrid

About our  Vancouver Office
Located in the heart of downtown Vancouver, between the Pacific Ocean and the Coast Mountains, Teck's Corporate Office sits in one of Canada's most culturally diverse cities.

Surrounded by world-renowned nature and globally inspired cuisine, the office brings together many of Teck's corporate functions - all working toward Teck's purpose of providing the essential resources the world relies on.

Role Overview
Reporting to the Team Lead, End User Computing, the Desktop Support Technician is responsible for delivering day-to-day Site Support services at Teck's Vancouver office.

This role provides Tier 2 support for internal company hardware and software, along with occasional Tier 1 support. The technician will offer both face-to-face and remote technical support for computers, applications, and related technology while collaborating with various business partners at the head office and across Teck's business divisions!

Key Responsibilities

Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures

Deliver an outstanding client experience by representing Teck's Digital Systems department in a professional, courteous, and service-oriented manner

Provide technical support for the installation, configuration, and maintenance of computers, mobile devices, peripherals, and software within defined standards

Collaborate with vendor support teams to troubleshoot and resolve technical issues

Work multi-functionally with Tier 1 (Service Desk), Tier 3 (Network & Server Ops), and Tier 3 (Client Technology) teams to resolve client-reported problems

Support multi-platform environments, ensuring smooth operation of diverse systems, including file servers, email servers, collaboration tools, and enterprise applications

Conduct user training on hardware and software standard processes

Recommend and implement system upgrades to maintain performance and longevity

Coordinate hardware and software procurement by working with internal procurement teams

Assess user requirements to establish appropriate technology solutions

Respond to support requests via ticketing system, phone, email, and chat, ensuring timely updates and resolutions

Document incident and request history in the ticketing system

Maintain IT security policies and standard processes within the local network

Develop and update Knowledge Base articles to support internal documentation

Participate in special projects and IT service management improvements, including Service Desk operations, service requests, and problem management

Advance complex issues to appropriate IT teams while ensuring resolution

Coordinate third-party technical support when necessary and follow up on outstanding issues.

Collaborate with business partners to understand and address IT support needs

Qualifications

5+ years of recent experience as Tier 2 support within a corporate office environment

Demonstrated interpersonal skills with a customer service orientation focused on quality and results

Excellent verbal, written, and presentation skills

Experience supporting Mac OS and Apple products in an enterprise environment including iOS-based mobile devices in an Active Sync environment

Familiarity with JAMF, No

MAD, Apple Enterprise Connector, and InTune on Mac is an asset

Strong knowledge of Windows, Office and Microsoft 365 suite

Experience supporting users on Exchange Online

Outstanding troubleshooting and problem-solving skills

Proficiency contributing to incident management and ticketing systems (Service Now preferred)

Good understanding of computer hardware, software, networking, and remote support tools

Solid understanding of client-server networking…