Help Desk Support Technician

2 weeks ago

Mississauga ON, Canada Onyx-Fire Protection Services Inc. Full time

Onyx-Fire Protection Services Inc. is the fastest-growing full-service fire protection company, and we are seeking an adept Helpdesk Technician with a minimum of 2-4 years of hands-on experience supporting customers in complex IT infrastructures.

The ideal candidate should possess robust communication and collaboration skills, along with experience in EDR/XDR tools, Active Directory, Windows Server administration, and Office 365 administration. Possession of CCNA and CompTIA certifications would be a strong asset.

Responsibilities:

Level 1 Support:

  • Act as the initial point of contact for the internal team seeking technical assistance via phone or email related to hardware (laptops, phones, printers, etc.), internal applications, and server/network infrastructure.
  • Conduct onsite and remote troubleshooting through diagnostic techniques and insightful questions.
  • Determine optimal solutions based on the issue and details provided by customers.
  • Guide customers through the problem-solving process.
  • Escalate unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Document events and problems, along with their resolutions, in logs.
  • Follow up and update customer status and information.
  • Relay customer feedback or suggestions to the appropriate internal team.
  • Identify and propose possible improvements to procedures.
  • Adhere to and promote the company's core values, processes, policies, and Occupational Health and Safety protocols.

Inventory Management:

  • Oversee and maintain accurate records of IT hardware and software inventory.
  • Collaborate with relevant teams to optimize inventory levels.
  • Conduct regular audits to ensure inventory accuracy.

EDR/XDR Tools:

  • Monitor and respond to security incidents and threats effectively.

Active Directory Management:

  • Create, modify, and manage user accounts, groups, and permissions.

Office 365 Administration:

  • Manage user accounts, licenses, and security settings.

Network Monitoring:

  • Monitor network performance, troubleshoot connectivity issues, and ensure optimal network operation.
  • Collaborate with network engineers to optimize network infrastructure.

Documentation:

  • Maintain accurate and up-to-date documentation of system configurations, processes, and procedures.
  • Create technical documentation and guides as needed.

Incident Response:

  • Participate in incident response activities, including identifying, mitigating, and recovering from security incidents.
  • Collaborate with the security team to develop incident response plans.

Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  • Minimum of 2-4 years of experience as an IT help desk technician.
  • Proficiency in EDR/XDR tools.
  • In-depth knowledge of Active Directory management and Windows Server administration.
  • Experience with Office 365 administration and cloud-based services.
  • Good understanding of network monitoring and troubleshooting.
  • Excellent problem-solving and analytical skills.
  • Strong communication and collaboration abilities.
  • Relevant certifications such as CCNA and CompTIA are a plus.

Join Us: Headquartered in Mississauga, with deep operations throughout Canada, Onyx-Fire is the quality choice for local and national clients alike. We deliver preventative maintenance and project services to protect our client’s people and their properties. Our high-performance culture provides an environment for people to grow and develop in their careers, take on more responsibility, and be part of a team that shares the same goals

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