IT End User Support Specialist

7 months ago

Markham, Canada Sangoma Full time

**IT End User Support Specialist**

Sangoma’s value proposition is audaciously simple, our solution is highly scalable and our level of service reliability is unparalleled. Sangoma offers the only global fully integrated communication and productivity SaaS platform in the market which includes: UCaaS, Collaboration, Video, Contact Center, Virtualization, Access Controls, and Trunking.

**Your Role**:

- Deliver frontline customer service in complex/high-profile work areas, either remotely or at the end user’s location, using troubleshooting and technical skills to resolve problems and perform maintenance tasks.
- Accountable for overseeing the installation, configuration, maintenance, and deployment of standard end-user hardware and software, encompassing Windows and MacOS devices.
- Perform research and provide recommendations for ongoing process enhancements or technology updates.
- Follow documented processes regarding recurring SOX compliance tasks, including but not limited to user access and privilege access user audits, monthly change control reporting, and other tasks.
- Demonstrate the ability to research and resolve escalated or advanced-level employee IT issues promptly with mínimal guidance.
- Assist with IT procurement and maintain accurate inventory, assign asset tags, and maintain asset management data for all end-user hardware and peripherals.
- Provide support and troubleshooting for network connectivity issues
- Create and maintain technical documentation related to system configurations, processes, procedures, and knowledge-base articles
- Ability to manage special projects as assigned with attention to detail, critical thinking skills, and effective communication skills.
- Work as a key contributor on enterprise-wide IT operations projects
- Provide regular status and progress toward milestones with one’s supervisor
- Perform password resets and administer users in an active directory environment.
- Monitor/update ticketing systems and make sure they are addressed in a timely fashion.
- Triage inbound tickets, providing first touch communication, assigning priority, and routing to the correct next-level when needed
- Guide security best practices and data protection
- Ensure all equipment complies with company policies and standards.

**Technical Knowledge and Experience of**:

- Multiple operating systems (Dell and Apple Hardware Support), must have strong Apple product knowledge.
- IAM (Identity Access Management) across On-prem and Entra aka Azure AD, including fault finding and access issues
- Common security tooling including how to identify end-user issues
- Printer setup and Network - DHCP, DNS, TCP.IP.
- Basic understanding of network fundamentals and support experience (LAN, WAN, network configs, VPN, etc.)
- VPN troubleshooting (Fortinet is preferred)
- Administration of Atlassian products (Jira, Confluence, Bitbucket, Opsgenie, etc.)
- VDI (Virtual Desktop Infrastructure)
- IT procurement practices, including contract management
- Linux end-user support is preferred.

**Your Background**:

- 2 or 4-year degree with 6 years of work experience
- Or, no degree with 5-8 years of relevant work experience
- Experience supporting executive business leaders
- Ability to multi-task and effectively manage competing demands, interruptions, and distractions
- Ability to communicate effectively/consistently and develop respectable working relationships with other coworkers and service owners
- Ability to constantly adapt to a fast-paced, ever-changing technology landscape filled with smartphones, virtual desktops, and a wide array of desktop computing hardware/software
- Relevant certifications such as CompTIA A+, Network+, and Security+ would be advantageous.

**What We Offer**:

- Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period
- Flexible Time Off & Company Holidays
- Entrepreneurial work environment partnered with high growth career opportunities

Are you ready to make a direct impact on the company and be rewarded for your performance? Are you ready to take on a new challenge?

Must be authorized to work in the United States on a full-time basis for any employer. No agencies or third-party resumes, please.

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