Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We’re looking for an IT Desktop Generalist to maintain and repair computers, hardware, and software in a break/fix environment. The ideal candidate is someone with a passion to provide generalized IT support and be an advocate of IT standards at IntouchCX.
As IT Desktop Engineer, You Will…
• Perform hardware troubleshooting which includes repairs, upgrades, and configuration of desktops and laptops
• Engage with internal and external partners to provide updates, solutions, and ensure compliance relating to all IT components
• Monitor, report, and document system and performance issues
• Adhere to company policies, core values, and procedures
• Interpret and validate technical issues, test solutions, follow-up and escalate when necessary
• Manage the installation, diagnostics, repairs, maintenance and upgrades of all hardware and equipment (including but not limited to desktops, laptops, printers) for optimal workstation performance
• Complete projects by coordinating resources and timetables with others
• Verify application results by conducting system audits of implemented technologies
• Interpret service delivery key metrics to problem solve
• Provide generalized IT support as required
As IT Desktop Engineer, You Have…
• A post-secondary degree or certificate, preferably in computer related courses (IT/CompSci/CompEng, etc.)
• At least 1 year experience in a call center environment, or directly related experience working in a similar technical environment (asset)
• Graduate level students will be considered
• Experience in Windows OS, MAC OSX, IOS, Android, LAN/WAN, Desktop, Laptop, software installation and peripheral troubleshooting support
• Working knowledge with MS Windows, IOS/OSX, Android, Linux system environments
• Strong analytical skills, sound judgment and ability to work effectively with internal clients, IT Management and other team members
• Excellent English communication skills, both written and verbal
• The ability to comprehend, capture and interpret basic information
• The ability to work in a fast paced and time sensitive environment
• Strong interpersonal and organizational skills, and customer-oriented
• Tech savvy and updated on the latest technology available on the market (tablets, game consoles, LED TVs, etc.)
• Ability to work a variety of shifts, including days, evenings, and holidays
