IT On-Site Support Technician

3 weeks ago

Ottawa, Canada WSP Global Inc. Full time

The Opportunity:

WSP wishes to be a leader in the quality of IT service offered to its users by offering them a varied but unified support structure consisting of a remote help desk, tech bars, a self-service portal, and several on-site technicians whose main mission is to respond to IT needs that require a physical presence in the various locations of the company. This position is made for those who like to be on the field and constantly in the heat of the action

Why choose WSP?

  • We value and are committed to upholding a culture of inclusion and belonging
  • Our Flexible Work Policy – we recognize the importance of balance in our lives and encourage you to prioritize the balance in yours. We will support you on and off the job so you can be fully present in both your work and home lives.
  • A Canadian success story - we're proud to wear the red and white of this beautiful country and show the world what Canada has to offer.
  • Enhance the world around you - from the environment to the highways, to the buildings and the terrain, WSP is the fabric of Canada.
  • Outstanding career opportunities - we're growing and pushing ourselves every day to be greater than yesterday - we're open to your ideas and trying new things.
  • A phenomenal collaborative culture and a workforce filled with genuinely good people who are doing humbly important work. Come find out for yourself what it's like to be a part of our journey.

We offer attractive pay, flexible work options, a great corporate culture, comprehensive and employee-focused benefits including virtual healthcare and a wellness platform as well as great savings programs, and a clear vision for the future.

#WeAreWSP
 

What you can expect to do here:

  • Respond to IT incidents and requests at your main office and during visits to offices in the region where you are located.
  • If necessary, transfer requests and incidents to a more specialized level of support.
  • Identify and document recurring problems and make recommendations for corrective measures, as well as participate in their implementation when possible.
  • Collaborate with the various administrators and analysts (server, network, security, etc.) to ensure the resolution of complex incidents and the maintenance of infrastructure equipment.
  • Develop collaborative relationships with office managers to better understand their IT challenges and work with your IT leader to address these needs as effectively as possible.
  • Participate in office deployment, relocation and renovation projects.
  • Monitor, report and contribute to the resolution of problems related to shared IT services (audio/video, printers, Wifi, cabling, networking, etc.).
  • Occasional preparation and replacement of computer workstations when the local group responsible for the preparation of this equipment cannot respond within the required time.
  • Maintain the inventory of IT assets in the CMDB rigorously.
  • If necessary, help resolve IT incidents remotely.
  • Participate in computer performance testing, report and documentation.
  • Guide and train the users on best practices whenever possible and needed. 
  • Develop collaborative relationships with end users to personalize and improve the service. 
  • Lead IT induction sessions with a group of new employees to explain where they can find support resources and how to use our systems. 
  • Maintain and improve the IT work desk, stockroom, etc. 
  • Contribute to the documentation of IT incident resolution processes.
  • Participate in the development of long-term strategies and planning for the future needs of IT services.
  • Other assigned tasks.

Information Security Technician Requirements and Responsibilities:

  • Maintain network security by regularly monitoring all access points and providing vulnerability reports to management.
  • Issue IDs and monitor access; assist clients with password creation and usage.
  • Assist in auditing access throughout systems/applications and ensure access is at appropriate levels.
  • Analyze systems, security controls, and event logs to detect nefarious activity.
  • Assist in building documentation of existing processes and exceptions based on audit findings.
  • Collaborate with Corporate Security personnel to ensure security of new projects.
  • Audit the company’s security controls to ensure they are working correctly.
  • Take advantage of educational opportunities to keep job knowledge updated.
  • Work with multiple stakeholders (internal and external) to assess and identify security compliance gaps and propose technical and operational remediation solutions.
  • Help with testing of installed equipment and provide basic programming etc.
  • Assist in performing preventive maintenance and repair.

What you’ll bring to WSP:

  • A very strong desire to serve and help users.
  • A marked interest and a great curiosity towards information technologies.
  • Able to communicate clearly orally and in writing.
  • Know how to manage priorities and customer expectations.
  • 2 to 5 years of experience as a level 2 support technician.
  • Must be eligible for Canadian federal government Secret level clearance (individual must have 10 full years of verifiable history in Canada, USA, UK, New Zealand and/or Australia to be eligible).

Assets:

  • Degree or certificate in computer science or other computer-related discipline.
  • A+, Network Plus or Help Desk Institute certification.
  • Proficiency in Microsoft Office 365 and common office tools/software.
  • Knowledge of ServiceNow.
  • Knowledge of ITIL processes.
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