IT Support

_**The VALUE this role brings to the team**:_
- **Core Tasks**:_
- Deliver expert technical support to all team members, adeptly resolving intricate issues spanning hardware, software, and network infrastructure.
- Investigate and troubleshoot complex technical problems, pinpointing root causes and swiftly implementing effective solutions.
- Act as a point of escalation for unresolved support matters, collaborating with cross-functional teams or departments as needed to ensure prompt issue resolution and customer satisfaction.
- Oversee the onboarding and offboarding processes, with a focus on cybersecurity protocols and practices.
- Maintain comprehensive records of support interactions, detailing reported issues, troubleshooting steps, and resolutions achieved to facilitate knowledge sharing and future reference.
- Provide comprehensive training and mentorship to team members, sharing expertise and fostering the development of technical and customer service skills.
- Identify opportunities for process optimization within the support function, actively contributing to the refinement of best practices and standard operating procedures.
- Cultivate a deep understanding of the organization's products, services, and technologies, staying abreast of updates and releases to better support team members.
- Emphasis on adhering to industry Best Practices standards and robust cybersecurity protocols.
- Conduct quality assurance checks on support interactions to uphold established standards and ensure high service quality and customer satisfaction.
- Interface with software vendors and third-party service providers to escalate and resolve product-related issues effectively.
- Participate in after-hours support rotation is required.
- Solicit feedback from team members, analyze support trends, and generate recommendations for continuous improvement initiatives within the IT team.
- Fulfill any other duties as assigned.
- **Compensation**:_depending on experience, this role’s salary is between $55,000-62,000 annually
- 3+ years of experience in Technical Support or a similar role, with progressively increasing responsibilities.
- Possess extensive experience in technical support roles, demonstrating a profound understanding of IT Infrastructure, Hardware, Cybersecurity Principals, and Software Systems.
- Exhibit proficiency in troubleshooting and resolving intricate technical issues, with a proven track record of diagnosing system problems and implementing effective solutions.
- Strong Analytical and Critical Thinking
- Showcase excellent communication and interpersonal skills, enabling effective interaction with internal team members across all organizational levels.
- Demonstrate strong analytical and problem-solving capabilities, proactively identifying and addressing Root Causes of issues.
- Ability to work autonomously and collaboratively in a dynamic environment, adeptly managing multiple priorities and deadlines.
- Intermediate proficiency in Microsoft 365, Microsoft Entra ID, SharePoint (Administration, Site Design, Training).
- Possess valid and current certifications such as CompTIA A+, Network+, Security+, Prosci, Lean Agile Training, or Microsoft Certifications, which are considered advantageous.
- Familiarity with the ITIL Framework, Incident, Problem management processes
- **Why does our team LOVE working for us?**_
- Job stability Our company was deemed an essential service and we were lucky to continue to serve our communities during the pandemic. Our company is continuing to grow year over year, and we have exciting expansion plans for the future
- Extended health and dental benefits, including RRSP Matching, Employee Family & Assistance Program, and a Monthly-Profit Sharing Bonus
- Charitable donation matching
- Bonus Stat Holiday - Boxing Day
- Gym membership discount for our staff and their spouses
- Learning and development opportunities to grow within the business (including paid training both internal and external)
- Fun-loving team environment with various company events (team outings, virtual gaming, pub nights, spirit weeks, community involvement/volunteer activities, etc.)
- Ability to make an impact - we welcome your ideas and love when our team members get to see their initiatives come to fruition
- You have a voice. We empower our people to bring forward suggestions to improves processes.
- Central location located right next to the river, with a lovely walking path available on lunch breaks. Minutes-drive away from Queensborough shopping center
- We have a strong brand reputation, and people are proud to work for a place that is a staple in our communities

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

**Salary**: $55,000.00-$62,000.00 per year

**Benefits**:

- Company car
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- RRSP match
- Vision care
- Wellness program

Schedule:

- 8 hour shif