End User Support Specialist

Position: End User Support SpecialistLocation: Toronto, OnKey Responsibilities:Technical Support & Incident ManagementHandle moderate to complex issues from the incident and problem management queue through to resolution.Diagnose, troubleshoot, and resolve issues affecting Windows desktop OS, installed applications, mobile endpoints, and voice services.Provide timely updates to end users and ensure accurate documentation in trouble tickets.System Administration & DeploymentInstall, configure, and maintain physical and virtual desktops, mobile devices, and telephony systems.Perform software packaging, deployment, and patch management activities.Ensure compliance with corporate standards for hardware and software use.Subject Matter Expertise & EscalationsAct as a technical SME for at least five end-user computing systems.Provide Tier 2/3 escalation support and guidance to junior End User Support staff.Participate in IT ServiceDesk call rotationContinuous Improvement & DocumentationContribute to the knowledge base through documentation and knowledge-sharing sessions.Identify and implement process improvements through approved change management channels.Participate in projects related to new implementations or environment changes.Collaboration & CommunicationWork closely with cross-functional IT teams to resolve incidents efficiently.Provide excellent customer service and clear communication to end users and management.Required Skills & Knowledge:Strong decision-making skills and ability to interpret corporate IT policies.Expertise in Windows OS, iOS, and Android platforms.In-depth knowledge of desktop/application virtualization, VMware ESXi, and Active Directory.Experience with mobile device management tools (e.g., Blackberry UEM, Intune, Good Technologies).Proficiency in incident management, remote desktop tools, antivirus administration, and client firewalls.Strong analytical, troubleshooting, and problem-solving skills.Excellent communication and customer service abilities.RegardsPatrick FernandezTalent Acquisition Group - Strategic Recruitment Manager