Service Desk Technician Ii

2 weeks ago

London, Canada Tilray Full time

**Service Desk Technician II**

**(On-Site) - London, ON**

**_About Tilray_**
- Tilray_ is a leading global cannabis-lifestyle and consumer packaged goods company with operations in Canada, the United States, Europe, Australia, and Latin America that is changing people's lives for the better - one person at a time - by inspiring and empowering the worldwide community to live their very best life by providing them with products that meet the needs of their mind, body, and soul and invoke a sense of wellbeing. Tilray’s mission is to be the trusted partner for its patients and consumers by providing them with a cultivated experience and health and wellbeing through high-quality, differentiated brands and innovative products. A pioneer in cannabis research, cultivation, and distribution, Tilray’s unprecedented production platform supports over 20 brands in over 20 countries, including comprehensive cannabis offerings, hemp-based foods, and alcoholic beverages.

**_About High Park Company_**
- High Park Company_
- was established to develop, sell, and distribute inspiring and iconic adult-use cannabis brands._
- Looking to develop your career at the forefront of a rapidly expanding industry?_
- We are seeking a senior Service Desk Technician to serve as an escalation point for our IT front-line support staff and take primary responsibility in IT enterprise service fulfillment and delivery. This IT professional will be responsible for addressing complex issues, asset management, knowledge retention/management, and innovating methods of incident deflection. Some off-hour support in response to critical issues may be required. The goal of this position is to maintain a secure, resilient, and consistent environment while performing critical IT support services in the second tier of a three-tiered support structure.**Role and Responsibilities**
- Provide technical expertise on developing and maintaining endpoint environments (Windows, macOS, iOS).
- Deploy and/or manage enterprise management tools and support solutions (Intune, JAMF, TeamViewer, etc.).
- Perform and monitor all endpoint patching activities for workstations, mobile devices, and other managed endpoint platforms.
- Design, integration test, deploy, and remediate endpoint software and configuration ensuring that endpoints remain successfully managed.
- Maintain a high standard of data quality in an asset inventory platform (ServiceNow).
- Engage directly with employees to address complex IT issues escalated by front-line support teams concerning various areas of responsibility including endpoint, server, network, and cloud platforms (Microsoft 365) while abiding to service level targets (SLA’s).
- Participate in ITSM practices such as Incident, Problem, Change, and Request Management along with outage validation for and major incident handling.
- Adherence to enterprise IT policies and standard operating procedures.
- Participate in knowledge management and the creation of knowledge base articles for incident deflection and endpoint architecture

**Qualifications and Education Requirements**
- College Diploma/University Degree in related field
- 3+ years’ experience in an IT Support setting
- Advanced understanding or experience in Intune, macOS, iOS, and Azure AD administration (JAMF and Kandji a plus)
- Understanding of network/server infrastructure and system identity access management
- Organizational, verbal, and written communication skills with an attention to detail
- Previous experience in an ITIL Environment

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