IT Helpdesk Technician

Top Aces is a privately owned, Montreal-based global leader in aerospace and defence founded in 2000 by three former Royal Canadian Air Force CF-18 fighter pilots. We provide advanced adversary (Red Air), air-defense and Joint Terminal Attack Controller (JTAC) training services to allied forces around the globe, including Canada, Germany and the USA.

Top Aces is changing the face of air combat training with our innovative technology, highly experienced team and unparalleled safety record of more than 100 000 operational training hours flown in support of our customers worldwide. Our dynamic team contributes to delivering on our purpose of training the next generation of combat leaders by living our values of Service, Integrity, Excellence, and Together every day

Join our team

Essential Duties and Responsibilities:

- Support end user devices and peripherals locally and remotely
- Application software and hardware support, hardware troubleshooting
- Manage internal telephone, voice mail and conferencing systems
- Coordinate office relocations/additions/deletions
- Provide user-training as required
- Have a strong understanding on securing networks and end points
- Investigate network and end point security related incidents
- Utilize various Network Monitoring tools to ensure optimal network performance
- Assist in the roll-out of hardware and software to ensure optimal deployment of IT resources
- Assist in the analysis of business requirements and evaluation of hardware, software and network capabilities and compatibility to determine optimum IT solutions and configurations
- Maintain IT asset inventory
- Document implemented systems, including drawings
- Provide first level technical support for all incoming requests in a professional and courteous manner
- Analyze and diagnose problems to quickly arrive at workable solutions
- Research questions using a variety of manuals and resources
- Build and deploy laptops, desktops, tablets, mobile devices and other related devices
- Document resolutions for future reference
- Work on call rotation for after hour support
- Travel as needed
- Other duties as assigned

Required Knowledge:

- Ability to administer diverse environments including PC’s, laptops, tablets, phones and mobile devices
- Intel PC architecture (all generations)
- Network equipment and devices (Routers, Switches, etc.)
- Network architecture (WAN, LAN, WLAN, VPN, etc ) and IP protocols
- Microsoft product knowledge (Windows Server/Workstations)
- MS Exchange
- Lotus Notes
- MS Office Suite, including Visio

Education and/or Work Experience Requirements:

- College degree in Computer Science (or equivalent)
- 2 years+ of relevant user support experience
- Strong foundation in Windows 7 and 10
- Knowledge of Outlook and MS Office Suite within an end user support environment would be a definite asset
- Driven, self-motivated and a strong desire to learn and take on new challenges and projects
- Specialized certification is an asset (Microsoft, Cisco, A+ or other).
- MCP Certification, an asset
- CCNA Certification, an asset
- Mitel 3300 experience would be an asset
- Ability to demonstrate high level commitment to customer satisfaction by:

- Responding and resolving issues in a timely manner
- Understanding customer expectations and requirements
- Escalating outstanding questions and problems in a quick and timely manner
- High discretion and good judgement
- Ability to manage multiple projects, activities and tasks simultaneously
- Ability to work independently as well as in teams
- Extremely well organized
- Superior communication skills in both English and French
- Ability to maintain a professional demeanor at all times
- Must have a valid driver’s license and vehicle

Equal Employment Opportunity:
At Top Aces, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability or age. The masculine form may be used in this job description solely for ease of reading, but refers to men, women and gender diversity.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- RRSP match

Schedule:

- 8 hour shift