Who is Book4Time?

Book4Time, an Agilysys Inc. company, is a global leader in wellness and recreation management solutions for the hospitality market. Founded in 2004, the Book4Time SaaS platform manages the end-to-end guest experience and back office operations for hotels, resorts, casinos and private clubs in over 100 countries.

About The Role

Book4Time is looking for an experienced Desktop Support person to join our rapidly growing team. The Senior Desktop Support Technician's role is to support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via work order) in a timely and accurate fashion and provide end-user assistance where required. This position will provide first and second level support to our users with any issues related to computer hardware, software application access and other special requests.

This position must be familiar with troubleshooting Microsoft O-365 tools like Word, Excel, Outlook, OneDrive and Teams. The right person for this position should be familiar with Microsoft Intune and SCCM. This position works in coordination with employees to analyze and resolve issues with company supplied end-use equipment. This position is expected to document, maintain and publish PC/MAC related standards and procedures. The person in this position will review tickets/incidents submitted to our helpdesk ticketing and provide a status with business leaders.

How You'll Make An Impact

• Support development and implementation of new computer projects and new and replacement hardware installations.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Provide Support in O365 tools like Outlook, SharePoint, Teams, and One Drive to users in the North America Region and other locations as needed.
• Use Microsoft SCCM to deploy software to user's laptops.
• Basic Networking knowledge to troubleshoot user issues connecting to different applications.
• Address user tickets regarding hardware, software, and networking.
• Walk customers through installing applications and computer peripherals.
• Ask targeted questions to diagnose problems.
• Guide users with simple, step-by-step instructions.
• Conduct remote troubleshooting.
• Customize desktop applications to meet user needs.
• Direct unresolved issues to the next level of support personnel
• Follow up with employees to ensure their systems are functional.

What We're Looking For

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role
• Direct experience with Windows/Linux/Mac OS environments
• Working technical knowledge of current protocols, operating systems, and standards
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions.
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• Strong knowledge of implementing and effectively developing helpdesk and IT
• operations best practices.
• Management of email environments utilizing Microsoft Exchange online messaging, Office 365, etc.
• Must be able to coordinate priorities and multi-task based on severities.
• Must have impeccable organizational skills and a strong sense of urgency.

Nice to Have:

• Bachelor's degree (B.A.) from four-year College or university; or 5 to 10 years related experience and/or training; or equivalent combination of education and experience.
• Networking Knowledge
• Microsoft Intune experience
• JAMF experience

Additional Information

Book4Time is committed to accessible employment practices that are compliant under the Accessibility for Ontarians with Disabilities Act ("AODA") and supports equal opportunity. Accommodations are available on request for candidates taking part in all aspects of the selection process. For internal and external applicants who require accommodation in the recruitment and selection process, please contact 905-752-2588 or [email protected] for assistance/support.

As a condition of employment, all successful candidates will be required to complete employment verification, background and security checks.