Job Type: 1-year contract (with contract extensions up to 3 years)
Location: 100 Queens Quay E, Toronto, ON, M5E 1Z2
Shift Schedule: Monday to Friday, 9 AM to 5 PM (may require evenings and weekends to complete projects or maintenance on systems)
Days/Hours: 37.5
Parking: Parking NOT included
Pay Rate: $28-31/hour INC or
Responsibilities:
- Provide 1st and 2nd level support via the Corporate and Retail Queue for Windows, MacOS, Manufacturing and Point of Sales Systems (phone, email, and in-person)
- Responsible for onboarding, offboarding and access requests
- Record, track and escalate incidents via the ITSM system, Service Now
- Configure and support workstations, setup tablets, cell phone devices and Audio/Visual conferencing technologies
- Configure and image workstations, laptops, Point of Sales and other computing equipment as required
- Configure/support printers, copiers, IP Phones and various other peripheral devices
- Support and implementation of Audio/Video conferencing technologies
- Coordinate with IT team on issues requiring escalation
- Perform security and operating system updates, software deployment and troubleshooting
- Coordinate with IT Operations team members on issues requiring escalation (Enterprise Applications, Infrastructure and Cybersecurity) such as WAN and network availability
- Provide exceptional service to all departments using available resources while meeting set SLAs
- Document technical procedures for new technologies as well as update/maintain existing technical documentation
- A post-secondary education in Information Technology or equivalent
- ITIL Foundations, A+, Network+, M365 and Managing Modern Desktops and Devices MD-101T certifications are considered assets
- A minimum of 3 to 5 years of experience in ITSM, ServiceNow, providing technical support to 1000-2000 end-users, hardware (desktop/laptop/IOS), Microsoft Windows and Office troubleshooting experience
- A minimum of 3 to 5 years of experience in deployment, support, and management of meeting rooms (AV hardware), imaging, endpoint and MDM, Intune and JAMF Pro
- Must have experience creating and managing user Accounts within Active Directory and Office365
- Experience with organizational change requests in Office 365, Active Directory, MS Exchange
- Experience supporting Windows 10, Mac OSX, IOS, and Android operating systems
- Experience providing support to organizations that enforce proxy service, MFA/SSO and 2FA
- Experience with virtual desktop and thin clients in an enterprise multi-site environment
- Demonstrated experience enforcing standards policies and procedures
Working Conditions:
- Work in offices, manufacturing facilities, environmentally controlled server rooms
- May require travel to local or international sites, conferences and/or seminars
- Lifting items up to 22 pounds may be routinely required
- Participate in a compensated rotation schedule of After-Hours Support