Job Specifications
The IT Support Specialist provides first-level IT support for end users across multiple North American sites, ensuring smooth operation of digital workplace tools, endpoint devices, and business applications. This role is responsible for troubleshooting, user account management, and supporting digital transformation initiatives, while maintaining high standards of service and user satisfaction.
Key Responsibilities And Accountabilities
SUPPORT ACTIVITIES
Deliver L1 IT support via telephone, email or on-site providing courteous, professional and quality service, within SLA.
Monitor IT Helpdesk mailbox, review and convert requests to tickets, and assign to appropriate team members.
Escalate unresolved issues to the relevant personnel, monitoring progress and providing follow-up with end user until resolution.
Diagnose software and hardware issues and send recommendations to users or contact vendors for support where required
Contributing documentation for IT knowledge Base; developing, and maintaining documentation for supported software's and hardware's, including troubleshooting, configurations, workflows, procedures and any IT services provided.
Planning and coordinating installation, upgrade, configuration, and connectivity of end-user technology; assessing system performance, recommending improvements, and implementing approved changes; and ensuring that end user device Operating Systems are optimized, managed, updated, and secured
Developing and maintaining the end user technology assignment and lifecycle register; ensuring tracking of assets (hardware, software, and licenses) throughout their lifecycle; contributing to the development and maintenance of the IT Service Management framework, policies, procedures, workflows.
Facilitating the procurement of approved technology, adhering to established policies and procedures; ensuring expenditures align with budget adherence and corporate financial policies.
USER SERVICES
Escalate unresolved issues to the relevant personnel, monitoring progress and providing follow-up with end user until resolution.
Manage user accounts, permissions, and access rights across cloud and on-premises environments
Troubleshoot and resolve issues related to collaboration tools (i.e. outlook, teams, adobe, etc.), remote access, and endpoint devices.
Educating employees on new products and environment changes; developing and maintaining procedures for onboarding, offboarding, asset provisioning, and deployment; and training end users regarding mobile devices, workstations, online accounts, and general security awareness.
DIGITAL PROJECTS
Collaborate with global IT teams to support best practices for Digital Workplace security and performance.
Assist in the rollout of digital transformation initiatives, including automation and cloud migration projects.
Essential Qualifications, Knowledge And Skills
Diploma or bachelor's degree in computer science, Information Technology, or related field
1–3 years in IT support with exposure to Digital Workplace environments.
TECHNICAL
Proficiency in MS office 365, mobile device management, and industry-standard business software applications.
Familiarity with endpoint management tools (Intune, SCCM) and identity management (Azure AD).
Basic understanding of LAN/WAN, Windows OS, Active directory, and IT security best practises.
Experience with hardware and software configuration, troubleshooting and deployment.
Excellent problem-solving skills and ability to work independently and in a team.
Strong communication skills and customer-oriented mindset.
MANAGEMENT
Analytical and problem-solving mindset.
Ability to work independently and collaboratively.
Strong communication and documentation skills.
Proactive and continuous improvement is oriented.
Additional Requirements
Must possess and maintain an unrestricted valid driver’s license.
Must have access to own vehicle with the ability to travel to 4 locations in Brampton for support and meetings
Ability to travel to international destinations; must possess and maintain a valid passport for international travel.
Must be able to maintain confidentiality.
Must be physically able to do a lot of walking around the facilities as needed, climb up ladders and lift to 40 lbs
Ability to handle emergency after hours situations that are business critical
Upon request, we will provide reasonable accommodation for disabilities to support participation of candidates in all aspects of the recruitment process. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.
We thank all those who apply. However, only those candidates selected for an interview will be contacted.