Senior IT Service Specialist

2 weeks ago

Mississauga, Canada CorGTA Inc. Full time

Role: Senior IT Service Specialist (MS In-Tune)
Location: Mississauga, ON (5 days per week in office)
Salary: $100,000 CAD base + 3 weeks vacation + RRSP matching (eligible for discretionary bonus after 12 months with the company)

Role Description: As a Senior IT Service Specialist, you will be at the forefront of ensuring exceptional customer service while managing the security, integrity, and functionality of end user computing devices. Your responsibilities will include maintaining and safeguarding IT systems, providing tier 3 support, managing end user device inventory, and contributing to process improvements and automation initiatives. This role requires a combination of technical expertise, excellent communication skills, and a proactive approach to problem-solving.

Key Responsibilities:

  • Customer Service Excellence: Prioritize customer satisfaction by demonstrating professional behavior and providing courteous service at all times.
  • Security Management: Oversee the security of all end user computing devices using Intune (MDM and MAM), BigFix configurations, and other tools. Identify and remediate vulnerabilities to maintain system integrity.
  • Subject Matter Expertise: Act as a subject matter expert, assisting the team in resolving tasks, incidents, and problems. Contribute to knowledge sharing through the creation of knowledge base articles.
  • Inventory Management: Manage and maintain end user device inventory using various systems. Conduct regular audits to ensure hardware and software compliance.
  • Technical Support: Provide troubleshooting and technical analysis for complex issues related to mobile devices, computers, peripherals, software, and applications. Offer tier 3 support for Helpdesk technicians and analysts as required.
  • Process Improvement: Identify, recommend, implement, and document opportunities to improve and automate processes and deployments to enhance support excellence.
  • Project Management: Plan and execute projects to ensure timely completion and stakeholder satisfaction.
  • Vendor Relations: Participate in the procurement of end user IT equipment/services and manage vendor relationships.
  • Rotating Schedules: Must be available to work rotating schedules including evenings, weekends, holidays, and occasional travel.

Technical Skills Required:

  • Proficiency in configuration and administration management tools such as Microsoft Intune, MS Exchange, BigFix, ABM, Samsung Knox, and Lookout for mobile.
  • Strong knowledge of deploying devices and applications using Autopilot, BigFix, DEP, and KNOX.
  • Experience with Windows, iOS, and Android operating systems, Windows Server, networking, and printer administration.
  • Familiarity with M365 Applications, collaboration solutions like MS Teams, and various software solutions.
  • Expertise in vulnerability management and patch management tools.
  • Proficiency with service request and issue management tools like Zendesk and Atlassian Jira.
  • Ability to package software for deployment using Intune and other tools.
  • Knowledge of PowerShell scripts for configuration management and task automation.
  • Familiarity with ERP and HR applications is an asset.

Qualifications:

  • Degree or diploma in Computer Systems/Networking or equivalent with 8+ years of related work experience.
  • Minimum 8 years of experience in a Technical Support role as an End User Management Specialist in IT support environments.
  • At least 3 years of in-depth experience with Microsoft Intune and Microsoft Entra.
  • Strong analytical, problem-solving abilities, and exceptional customer service skills.
  • Excellent written and oral communication skills with a willingness to share ideas and collaborate with the team.
  • Ability to work independently and in a dynamic team environment.
  • Proven ability to manage multiple tickets and tasks, demonstrating a consistent sense of urgency.
  • Continuous improvement mindset and willingness to work in a fast-paced environment.
  • Microsoft cloud or other industry certifications are considered an asset.

This role offers a challenging yet rewarding opportunity for individuals passionate about IT service excellence and continuous improvement. If you're ready to take on a pivotal role in a dynamic IT environment, we encourage you to apply.

Job Types: Full-time, Permanent

Pay: Up to $100,000.00 per year

Schedule:

  • Monday to Friday

Work Location: In person

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