Key Responsibilities & Accountabilities
- Respond to IT support requests from end-users via phone, email, and in person in accordance with defined Service Level Agreements (SLA).
- Diagnose and resolve hardware, software, and network issues in a timely manner (incident management).
- Manage and own support request tickets through to resolution.
- Comply with all established internal controls, policies, and procedures to ensure operational integrity and compliance.
- Collaborate with the Senior Manager, IT, to implement solutions and improvements.
- Document and communicate resolutions to ensure knowledge sharing.
- Escalate complex issues to leadership as required.
- Provide timely and accurate updates to end-users on the status of their support requests.
- Document and maintain accurate records of support requests and resolutions in our ticketing system.
- Maintain the highest level of confidentiality regarding sensitive company information, employee records, client data, and proprietary materials.
- Participate in after-hours support for critical issues as needed.
- Perform other duties as required.
The Ideal Candidate
- Post secondary education in Information Technology or a related field;
- Minimum of three (3) years of experience in system administration and user support;
- Previous experience with Windows OS, Office, Microsoft 365 administration;
- Previous experience with Azure Cloud technology;
- Knowledge of ITIL processes and experience in planning and executing Disaster Recovery (DR) testing;
- Previous experience with Mobile Device Management (MDM) Platforms;
- Excellent attention to detail;
- Enjoys a fast pace environment and is highly professional;
- Open and adaptable to providing all types of support to the office and fellow team members as required.
