IT Support Specialist

Position overview

The IT support technician is responsible for providing technical assistance to users and resolving problems related to computer systems and software. Responsibilities include hardware and software troubleshooting, operating system management, network configuration, ticket management, accurate documentation of interventions and resolution of connectivity problems. The incumbent must demonstrate excellent communication skills to explain technical solutions in an understandable way to non-technical users. Collaboration with other team members is essential, as is maintaining a high level of customer service to ensure a positive user experience.

Key responsibilities

• Support, install, and maintain user’s computers, network, peripherals, telephony, videoconference equipment, etc.

• Work within the company ticketing system and stay within Service Level Agreements for all ticketed requests. Actively participate in user on/off boarding.

• Proactive maintenance of all IT equipment and software on site. Support for all User workstations and laptops – image new machines. Ensure proper monitoring and maintenance of all equipment including but not limited to the following: security and software updates, firmware updates, hardware replacement, UPS maintenance, backups for all critical equipment and applications.

• Act as a local resource for the Engineering team providing hands-on intervention as needed. Be prepared to respond to security incidents immediately as needed.

• Provide communications with local users as requested by IT Management and Engineering

• Ensure all local resources meet a 90%+ for security updates, both Microsoft and 3rd party each month.

• Be familiar with all company applications and consoles: Ticket system, Software Deployment Tool, AV console, Azure AD, Office 365, etc

• Responsible for ensuring IT costs for the local site stay within budget. Cooperation and Collaboration with IT team on all Global efforts

Qualifications and skills

• 2-3 years' experience in technical support (in a large company would be considered an asset)

• The incumbent should have expertise or working knowledge of each of these items: Microsoft Windows workstation and server, Cloud Services (Microsoft Azure) – IAAS, PAAS, Virtual environments (VMWare), On Prem Active Directory and Azure AD, Office 365, DNS, DHCP, Group Policy, Conditional Access, MFA, One Drive / SharePoint /Cloud Storage, Microsoft Office Suite, Application Deployment, knowledge of 3-2-1 backup strategy

• Ability to explain technical concepts in a way that facilitates understanding by non-technical people

• Problem solving and analytical skills

• Customer focus and active listening skills to fully understand needs

• Camaraderie, autonomy, adaptability and reliability

• Willingness to deal with emergencies, including occasional on-site duties outside regular working hours.

Benefits

• Competitive salary and annual bonus

• Comprehensive benefits package

• Generous employee and family assistance program (including telemedicine and medicine)

• Possibility of contributing to an RRSP with employer contribution

• PTO and Holidays