Technical Support Specialist

COMPANY DESCRIPTION Castle Hall Diligence is a leading specialist in operational, investment risk, ESG and cybersecurity due diligence of alternative and traditional asset managers. With a rapidly growing team of 100, Castle Hall has become the largest, dedicated due diligence organization worldwide, operating from offices in Montréal and Halifax, Canada; Abu Dhabi, UAE; Manila, Philippines; Prague, Czech Republic; and Sydney, Australia. Castle Hall’s core competitive advantage is DiligenceHub, our proprietary online diligence platform, which has helped our clients review diligence across more than 6,000 fund entities. More information about our company can be found at . Castle Hall is seeking a Technical Support Specialist to join our Montreal team. The ideal candidate is a support-oriented and proactive individual with strong investigative and troubleshooting skills. The candidate will be working closely with the Chief Technology Officer to drive brand growth and revenue. The responsibilities of the role will include providing front-line support for Castle Hall employees by researching, implementing and documenting appropriate solutions in areas such as hardware, operating system, and software issues, as well as providing support for Castle Hall’s proprietary ERP application. This position has a focus on support for Apple macOS endpoints, but the successful candidate is also expected to assist with the operation and maintenance of other network devices and enterprise systems. RESPONSIBILITIES Provision and maintain Apple macOS systems and peripherals Install, administer and troubleshoot software on staff computers Provide technical support to staff via remote access, over the phone, e-mail, chat, or in-person Document problem resolution steps and known issues; produce guidance documents geared towards end users for new processes and frequent tasks Identify gaps in staff knowledge of tools and procedures and provide training as necessary Maintain the hardware and software inventory list Assist in upholding and maintaining security procedures and processes Operate and maintain company infrastructure Assist with the roll-out of company-wide IT projects Successful candidates will be expected to develop a comprehensive understanding of all Castle Hall operations, enabling them to provide knowledgeable and comprehensive support to staff. DESIRED SKILLS AND EXPERIENCE University degree in the field of information technology or equivalent Two to three (2-3) years of professional IT experience Knowledge of Microsoft Entra ID, Conditional Access, Intune, and Office365 Knowledge of Managed software installation for macOS (Munki) an asset ACSP (Apple Certified Support Professional), Comptia A+ or Network+ certifications an asset Thorough understanding of Apple hardware and software Knowledge of Apple Remote Desktop and Microsoft Office would be an asset Knowledge of TCP/IP networking, DNS, *nix administration, bash scripting, Powershell Knowledge of VoIP hardware and software Experience providing quality end-user support Strong investigative and troubleshooting skills Excellent verbal and written communication skills Ability to manage multiple priorities and projects WHAT WE OFFER An opportunity to be a part of a highly successful and growing organization. An opportunity to work in a highly diversified and fast-paced global business in the financial industry. Ample opportunities for growth & advancement. Excellent working conditions in a dynamic work environment, including a hybrid working arrangement. Benefits plan including a healthcare spending account and health and dental coverage. Online wellness portal free to all employees (including fitness, nutrition, meditation and much more). Competitive compensation package, including paid vacation days and additional bonus days off during summer holidays. Learning and Development reimbursements for relevant designations. Pension plan with increasing contribution matching based on tenure. Dynamic team with optional after-work activities (5-7, lunches, dinners, rock climbing, running, and soccer). Castle Hall Diligence is proud to be an Equal Opportunity Employer. We firmly believe in celebrating diversity and fostering an inclusive environment that welcomes and values employees from all backgrounds. We are committed to providing equal opportunities for growth, development, and success for all members of our team.