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Tier 2 IT Support Specialist

4 months ago

Calgary, Canada Avenue Living Asset Management, Ltd. Full time

Avenue Living Asset Management is dedicated to sourcing, analyzing, and strategizing long-term investments. Our unique approach has led to rapid growth across North America now representing one of Canada’s largest alternative asset managers. Since 2006, we have acquired over $6 billion in assets under management across a variety of sectors throughout Canada and the USA. Our various funds include assets in multifamily residential, self-storage, commercial, as well as agricultural land.

The strength of our platform lies in working with the right people. Acting with integrity and employing an entrepreneurial mindset, our employees work together to create an exciting, dynamic workplace. By employing an active hands-on approach to asset management, our skilled and innovative team operates closely alongside our investors. We’re disciplined, we focus on value, and we’re informed experts. We pride ourselves on our diverse and inclusive workplace; we are a unique workplace with unique people.

WHAT WILL YOU DO?

  • Act as Endpoint OS and application SME - Manage and monitor server/desktop operating systems and application patches to ensure they are up-to-date and compliant with security standards. This includes scheduling, testing, and deploying remote updates and patches.
  • Installing, configuring, and advanced troubleshooting of computer hardware, software, systems, networks, printers, and scanners.
  • Diagnose and resolve complex technical issues escalated from Tier 1 (T1) support, ensuring minimal disruption to business operations. This includes identifying root causes and implementing effective solutions to prevent recurrence.
  • Oversee all aspects of enterprise applications, including application registrations, proxy settings, and ensuring smooth operation. Work closely with vendors to resolve application-specific issues promptly.
  • Utilize advanced tools and technologies such as PowerShell, Active Directory, Group Policy Management, Intune and Automate to configure and manage IT systems effectively. Implement and enforce user policies including authentication methods, data retention, and multi-factor authentication settings.
  • Manage the device configurations, user policies such as: authentication methods, Data Retention Policies, tenant-wide MFA settings/ password protection.
  • Escalating critical, high-impact issues to T3.
  • Consistently communicating and collaborating with internal teams on issues such as Major incidents, Root Cause Analysis, identify Stale/Non-Compliant devices, Vulnerability Management, Remediations etc.
  • Create and maintain comprehensive IT support documentation for reference and training purposes. Communicate effectively with users to understand and resolve their technical problems, ensuring high levels of customer satisfaction.
  • Perform regular audits to assess the robustness of the IT infrastructure. Research and implement solutions to corporate IT challenges, ensuring continuous improvement and resilience.
  • Provide guidance and mentorship to T1 agents.
  • Effectively communicate with users to resolve problems and provide solutions.

WHAT WILL YOU NEED?

  • Advanced technical knowledge and experience– in depth understanding of IT systems, networks, operating systems, HW/SW
    • 7+ years of Windows desktop and application support experience in a mid-sized organization
    • SME for: Windows 10, MacOS, iPhone/iOS, M4A, SharePoint, Ticketing Systems (Team Support, JIRA), MS Teams, MS 365, OneDrive, Azure/Active Directory, Exchange, Endpoint Management (Intune, Automate/Screen Connect, Mosyle), Windows Server, PowerShell, Endpoint Security
    • Extensive experience creating and deploying applications packages, updates, and patches through Intune.
    • Technical diploma or degree in Computer Sciences is considered an asset.
  • Problem solving and Analytical skills – strong ability to diagnose complex issues, identify root causes and develop effective solutions.
  • Communications – clear and precise communications for explaining technical issues and collaborating with other IT team members.
  • Customer Service – ability to handle escalated issues with patience and professionalism, ensuring user satisfaction.
  • Documentation – thoroughly document issues, solutions and processes to maintain accurate records and knowledge bases.
  • Time management – effectively prioritize and manage multiple tasks and escalations to meeting SLAs.
  • Team collaboration – work closely with T1 agents and other IT teams providing guidance and support when needed.
  • Adaptability – stay updated with new technologies and adapt to changing environments and requirements.
  • Training and mentoring – provide training and support to T1 agents to enhance their skills and knowledge.
  • Security awareness – strong understanding of IT security principles and practices to ensure systems are secure and compliant with regulations.

WHATDOWE OFFER?

  • We live and breathe our core values. We go the extra mile. We’re honest. We always have each other's back. We have tons of integrity. And we always own it and adapt – no matter the challenge.
  • With the support to do things differently, grow personally and professionally, and bring your whole self to work, there's no limit to the impact you can make.
  • We provide a competitive compensation package composed of a group benefits plan,GRSP matching, and a discretionary bonus program.
  • An employee centric culture with paid time off for employer supported volunteerism, a generous awards and recognition program, and employee purchase program savings through industry partnerships.
  • We are committed to a strong, safe work environment.

What makes us different makes us stronger.We want Avenue Living to be a great place to work for everyone; where people feel safe, included, inspired,trusted, and supported so they can be, and bring, their best.We'recommitted to creating a respectful and inclusive workplace where unique perspectives, experiences, backgrounds, cultures, and attributes are valuedand utilizedto help achieve better results. As anorganization with operations across different geographies, we celebrate the fact that our workforce is made up of people with diverse demographics.We are committed to ensuring our workplace is fair, equitable, and free of discrimination and harassment.Should you require accommodation to participate fully in the recruitment process, please email peopleandculture@avenueliving.ca .

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