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