System Support Specialist
4 months ago
**TITLE**: IT, SYSTEMS SUPPORT SPECIALIST
**DEPARTMENT**: Information Technology
**LOCATION**: Montreal
**SCOPE**:
Reporting to the SSS Team lead. The System Support Specialist team is part of the larger Information Technology team which provides all technological tools and services to internal teams and departments. IT works closely with all the internal teams and external partners to effectively meet and exceed internal clients’ needs.
**RESPONSIBILITIES**:
Play active role in the Systems Support team while working the life cycle of incidents and issues reported by our internal clients
Responsible for 1st and 2nd level support
Support user computers and peripherals by fixing problems that may arise
Help prepare and deploy equipment for our internal clients
Perform operational system administration with regards to backups and restores, job execution, and services restarts
Manage ACV technical assets and inventory in SCCM and Lansweeper
Install system patches and updates
Perform hardware and software upgrades
Continue development and updating of ACV user desktop corporate images
Liaise with Air Canada Vacations System Administration team for 3rd level assistance and server administration support via in place escalation process
Liaise with the Identity Access Management team regarding new hire and security change requirements
Liaise with the IT Security team for issues/questions/concerns related to cyber security threats and alerts
Liaise with Air Canada IT when required
Build up knowledge base in JIRA by properly documenting closed cases and solutions
Document and improve current IT infrastructure, processes and procedures
**KNOWLEDGE AND SKILLS REQUIRED**:
College diploma (or higher) in Computer Sciences
Minimum 3 years experience with IT and desktop support
Minimum 3 years experience troubleshooting issues in Windows Server 2016+ environments
Windows 10/11 support and troubleshooting
Applied experience with Active Directory, Group Policy, DHCP, DNS, File, Print and VMware
Understanding of computer networking and network security concepts
Very good analytical and problem-solving skills, with extreme commitment to quality and results
Extremely organized and diligent in maintaining consistency
Autonomous and dedicated
Familiar with remote desktop support, asset management and patch management tools
Hands on experience with at least one helpdesk software
Excellent communicator
Continually strives to improve IT’s customer service delivery
Results oriented and the ability to manage multiple priorities with a sense of urgency and orientation to deadlines
MCSE, MCITP, CCNA, A+, and other industry certifications, an asset
Experience with Airline and Tour Operator software, an asset
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