IT Support Specialist

2 months ago


Vancouver, Canada Thales Group Full time

Location: Vancouver - Pender St, Canada

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Imperva a Thales Company is looking for an exceptional** IT Support Specialist **to join the Global IT Team. In this role you will be working in a fast passed environment by providing efficient, first line support in-person or virtually, through remote control software and/or over the phone to users located throughout the globe.

**Hybrid -Vancouver, BC, Canada** **Key Areas of Responsibility**:

- Take ownership of requests, incidents and problems originating from direct calls, Helpdesk tickets and self-service tickets
- Collaborate and execute the delivery of Imperva onboarding and offboarding; includes account administration, desktop/laptop automation and installation, network access and other IT tasks
- Coordinate services and support with the other members of the global Helpdesk team
- Manage and coordinate urgent and complicated support issues
- Determine root cause of issues and communicate appropriately to internal customers
- Provide backup support as needed to support business demands including on-call rotation availability
- Create and maintain IT Self-Help (end user) and Helpdesk (internal) specific process documentation

**Minimum Qualifications**:

- 3-5 years of experience in a technical role providing remote support in a technical Helpdesk environment, with a track record of achieving productivity goals
- Extensive knowledge of PC/Mac/Linux computer hardware, software, peripherals, and operating systems
- Possess the ability to react quickly to issues and develop both short and long-term solutions
- Extensive knowledge of supporting: Windows 10, MacOS, Microsoft365, Zoom, Slack, G-Suite, Active Directory, Azure AD, SCCM, InTune, Jamf

**Why Join Us?**

Say HI and learn more about working at Thales _click here_

LI-VL1

LI-Hybrid



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