IT Support Specialist

3 weeks ago

Toronto, Canada Dragados Canada Inc. Full time

Dragados Canada, Inc., the Canadian construction arm of the ACS Group (one of the world’s largest international construction and engineering companies), is seeking a talented and experienced IT Support Specialist to join its dynamic and energetic team.

Dragados Canada was established in 2008 and has grown steadily into an industry-leader in Canada, with offices in Toronto, Vancouver and Montreal, successfully performing a variety of large-scale transportation, bridge, dam, tunnel, and other major infrastructure projects.

**Responsibilities**
- Act as the primary point of contact for IT requests and incidents
- Diagnose end-user incidents to restore services or provide solutions
- Educate employees on IT services and processes, including appropriate paths to engage IT
- Provide advanced troubleshooting on complicated IT issues
- Effectively manage and record end-user support queues/issues within the IT service management tool
- Respond and work on tickets in the appropriate order to meet SLAs
- Maintain communication with clients to gather details such as troubleshooting information, incident resolution, constructive feedback, testing process, etc.
- Adhere to and reinforce enterprise incidents, problems, and knowledge management standards
- Prioritize incidents and identify problems to effectively resolve end-user requests from local and remote locations
- Document actions and issues within the IT Service management tool
- Maintain and manage IT inventory such as hardware, software, licensing, contracts, services, etc.
- Maintain communication with clients to gather details such as troubleshooting information, incident resolution, constructive feedback, testing process, etc.
- Manage user onboarding and offboarding process and procedure
- Collaborate and build a report with vendors to gather pricing and contracts for goods and services
- Aid in writing, reviewing, and updating IT documentation, guidelines, and user-friendly manuals
- Assist network team with troubleshooting and cabling of network equipment
- Work with the team to review IT purchase requests and confirm invoicing accuracy as needed
- Support and set up conference rooms with video or audio equipment for meetings
- Administer national cellular provider online portals ensuring data is up-to-date and accurate
- Contribute to maintaining mobile device assets and inventory using MDM tools
- Support setting up IT equipment for new hires and hardware refresh

**Qualifications**
- Bachelor’s degree or diploma in Computer Science or other related discipline
- 1-3 years of experience in a similar IT support role
- Experience supporting Microsoft technology, including Active Directory, Windows, M365 Office Suite, Exchange Online, OneDrive etc.
- Experience working with Microsoft Teams, SharePoint, Intune, SCCM, and Azure is an asset
- Ability to easily work with abstract and highly technical concepts, as well as explain complex functionality to non-technical users and staff
- Being security conscious and conforming
- Basic project management skills and the ability to handle different tasks simultaneously
- Excellent client service, interpersonal and communication skills
- Self-starter able to handle multiple tasks and deadlines with mínimal supervision
- Availability to work outside of core business hours if required
- Willingness to occasionally travel across Canada when necessary

**_ Appropriate accommodations will be provided upon request throughout the recruitment and hiring process._**

**_ #LK-1_

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