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Deskside Engineer


This is a Contract position in Ottawa, ON posted September 19, 2022.

The Organization De Havilland Aircraft of Canada Ltd.

(‘DHC’) is a proudly Canadian aerospace company currently transitioning its corporate headquarters to Calgary, AB.

DHC is undertaking a consolidation of its underlying subsidiary companies under a single brand currently offering engineering, aftermarket, new aircraft manufacturing, modifications, parts manufacturing and flight training.

DHC currently has approximately 1,200 employees based in BC, AB and ON as well as in markets and distribution hubs world-wide.

Our strong entrepreneurial spirit, together with a culture of empowerment, quality and innovation create opportunities to grow and succeed in an organization with a proud heritage and bright future.

Profile We are currently recruiting for a Deskside Engineer to join our Information Technology team based in Mississauga, ON.

The Deskside Engineer will be assisting Tier I personnel in solving technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.

The successful candidate will be highly focused on delivering exception customer experiences in every interaction with the De Havilland user community.

There may be a requirement for some travel within Canada up to 10% of the time.

Duties & Responsibilities Provide on-site and remote support to De Havilland end users.

Assist users experiencing technical difficulties by troubleshooting and documenting problems.

Reproduce, diagnose, and analyze problems reported by end-users, in turn formulating solutions to resolve the issue at hand.

Provide training and advice to users, both in response to identified difficulties and to share tips for optimal use of information technology.

Organize and maintain a problems and solutions log for use by other support personnel.

Configure and deploy IT equipment for new employees.

Train users in software and operating systems.

Assess recurring issues to create automated processes where possible.

Provide feedback to manager regarding processes and procedures, current or potential problems with client systems and applications, and customer service issues.

Input into core device images, including security, standardizations, and device and security controls.

Develop and deliver lunch and learn sessions for end users on different topics throughout the year.

Identify common themes with end user incidents, raise problem management tickets and work with the relevant parts of the IT organization to resolve problems.

Create and maintain knowledge base articles appropriate to your area of responsibility.

Contribute to end user device design, policies, procedures, and carry out some device engineering activities in conjunction with the device engineering team.

Education and Professional Qualifications Diploma or bachelor’s degree in the field of computer science preferred.

Minimum of 3 years’ work experience.

Industry certifications such as ITIL and MOS would be an asset.

Extensive working knowledge of Microsoft environment (O365, Active Directory, Azure).

Strong interpersonal, written, and verbal communications skills required with demonstrated ability to handle confidential information in a professional manner.

Highly self-motivated and directed.

Proven analytical and problem-solving abilities.

Exceptional customer service orientation.

Ability to work to deadlines and handle high volume as required.

Clearly understands how to assess the importance of tasks and decisions and set priorities, focusing time/energy on the most important issues/opportunities in a fast-paced environment.

Effective attention to detail and a high degree of accuracy.

Solution oriented, customer service focus, and positive “can do” team attitude.

At De Havilland Canada, we aim to be inclusive and diverse and provide equal opportunity for employment.

All qualified applicants, regardless of gender, age, race, religion, sexual orientation and disability, are encouraged to apply.

At De Havilland Canada, we aim to be inclusive and diverse and provide equal opportunity for employment.

All qualified applicants, regardless of gender, age, race, religion, sexual orientation, and disability, are encouraged to apply.