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Customer Engineer - Intermediate
Ref No.: 18-17557
Location: Scarborough, Ontario
Position Type:Full Time/Contract
Start Date: 03/16/2018
Requirement Details: 
Role                :  Customer Engineer - Intermediate
Type               :  Full Time
Location        :  Scarborough, ON
Provides End User support services at a customer site. Additionally resources may travel to nearby satellite locations of the resident site. These resources will perform in-scope services at the end user desk or services may be delivered in a Walk-in Center where the end user comes for assistance. Tasks performed are incident or service request driven as a standard, but could come directly from high profile customers like VIPs.  Supported services include hardware break-fix repair, software break-fix/remediation, Installation, Move, Add, Change and Disposal (IMAC-D) and Lifecycle Refresh on end user hardware and software, Executive Support, Hands and Eyes Support for remote Server and Network teams, and Hardware Depot Management.
Additional skills include:
·         Completion of industry standard training and certifications for warranty repair of Tier 1 (Client, Dell and Lenovo) end user hardware to allow for execution of warranty repair, warranty part ordering, and defective part return.
·         Working technical knowledge of standard (Window and iOS) operating systems and Commercial Off-the-Shelf (COTS) software to allow for resolution of software application issues or full rebuild of the PC (image, applications & client data) using client specific documentation provided by Client.  Additionally includes resolution of issues with client specific applications using Client provided Knowledge articles.
·         Customer facing soft skills
·         Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT and business issues.
·         Works on problems/projects of moderately complex scope.
·         Exercises independent judgment within defined practices and procedures to determine appropriate action.
·         Acts as an informed team member providing analysis of information and limited project direction input.
·         Follows established guidelines and interprets policies.
·         Evaluates unique circumstances and makes recommendations.
·         Years of experience: typically 3-5 years