Job Type: Full Time

Job Category: IT

Job Description

EUC Desktop Support Engineer - Bilingual

Location: Montreal, Quebec, Canada
Work Model: Onsite
Job Type: Full Time

Primary Skills

EUC/Desktop Support, Windows & macOS, Incident & Asset Management

Job Description

We are seeking a skilled EUC Desktop Support Engineer - Bilingual to provide comprehensive end-user computing and technical support for desktop, laptop, mobile, and peripheral devices. The ideal candidate will have strong troubleshooting skills across Windows and macOS environments, experience with incident and request management, and the ability to provide both onsite and remote technical support.

The role involves supporting end-user devices, applications, connectivity, video conferencing technologies, asset management, and IT service management processes while ensuring compliance with established service level agreements.

Key Responsibilities

• Provide technical support for a wide range of end-user devices, including desktops, laptops, tablets, thin clients, Macs, monitors, mobile devices, printers, and scanners.
• Troubleshoot and resolve issues related to VPN, Azure Virtual Desktop (Azure Virtual Desktop), peripherals, and end-user computing technologies.
• Install, configure, maintain, and troubleshoot desktops, laptops, operating systems, peripherals, and printers.
• Provide support for Windows, iMac/macOS, and non-Windows environments.
• Perform Installation, Movement, Addition, and Change (IMAC) activities for hardware and software.
• Support both commercial off-the-shelf and custom-developed software applications.
• Manage incident resolution and request fulfillment queues and ensure timely ticket closure.
• Provide both onsite and remote support, including onsite repair for remote users and troubleshooting through remote-access tools.
• Maintain warranty and maintenance documentation for IT assets in accordance with operational procedures.
• Update and maintain asset information in the Configuration Management Database (CMDB).
• Ensure compliance with end-user service level agreements and established IT service management procedures.
• Monitor ticketing systems and provide timely status updates to users and stakeholders.
• Conduct end-user device testing, inspections, and site/device assessments.
• Set up, manage, and troubleshoot video conferencing technology.
• Provide end users with a minimum of 15 minutes of familiarization training following a new PC installation, when the user is available.
• Maintain accurate documentation and support operational reporting requirements.

Required Skills & Experience

• Strong experience in End User Computing (EUC) and desktop support.
• Hands-on experience supporting Windows and macOS/iMac environments.
• Strong troubleshooting experience with desktops, laptops, mobile devices, printers, scanners, monitors, and other peripherals.
• Experience with VPN and Azure Virtual Desktop support.
• Knowledge of incident, request, and queue management processes.
• Experience with IT asset management and CMDB maintenance.
• Experience supporting commercial and custom software applications.
• Strong knowledge of remote-support and remote-access tools.
• Experience setting up and troubleshooting video conferencing systems.
• Strong documentation and ticket management skills.
• Ability to provide effective technical guidance and end-user training.
• Strong communication and customer-service skills.
• Bilingual communication skills required.

Preferred Skills

• Experience working in an enterprise IT service desk or EUC environment.
• Knowledge of IT service management and Service Level Agreement (SLA) processes.
• Experience with asset lifecycle management and warranty tracking.
• Experience supporting distributed or remote users.

Required Skills