IT Infrastructure Support Specialist

3 weeks ago

Halifax, Nova Scotia, Canada Avenir Energy Full time
About Avenir Energy Ltd.

Avenir Energy Ltd. is one of Canada's largest and fastest-growing propane distribution companies. We are a fast-paced, customer-focused, field-based business with operations across the country and a commitment to excellence. With over 400 dedicated team members, we are driven to become the propane distributor of choice in North America.

At Avenir Energy, we offer a dynamic, respectful, and collaborative work environment where every team member plays a key role in our success. As a full-time member of our team, you'll enjoy:

1. Comprehensive Benefits: Full coverage for health, dental, paramedical, and life insurance, including virtual healthcare.

2. Employee Assistance Program (EAP): Confidential support for you and your family to help improve health and well-being.

3. Retirement Planning: RRSP and TFSA options with employer-matching contributions to help you plan for your financial future.

4. Work-Life Balance: Generous vacation, floater days, and flexible time-off programs to ensure you have time to recharge.

5. Incentive Programs: Annual performance-based rewards for both individual and company achievements.

Job Title: IT Infrastructure Support Specialist

Job Description: The IT Infrastructure Support Specialist is responsible for maintaining Avenir's end-user technology, along with the full lifecycle of required infrastructure, and ensuring smooth IT operations and a great end user experience. This role will report into the IT Infrastructure Lead.

Key Responsibilities:

1. Manage end user requests as it relates to hardware and end user software.

2. Follow the ITIL framework, focusing on Service Management, Incident Management, Change Management, Problem Management, Access Management, and Asset Management to provide exceptional support and service delivery.

3. Facilitate lifecycle planning, ensuring timely upgrades, patching, and end-of-life transitions.

4. Troubleshoot infrastructure issues and assist on root cause analysis of issues.

5. Provide technical support for technical issues that are out of scope for our Infrastructure managed services team.

6. Handle escalations from third-party managed services concerning end users, branch infrastructure, network (NOC), and security (SOC). Offer advanced troubleshooting and support for efficient resolution.

7. Focus on improving the end-user experience by delivering timely and effective technical support.

8. Operate within the ITIL framework for managing Requests, Incidents, Changes, and Problems.

9. Maintain an up-to-date inventory of end-user laptops and other hardware.

10. Order hardware based on end-user needs and current inventory levels.

11. Automate processes and enhance self-service capabilities using available technologies and scripting.

12. Collaborate with third-party managed services to fulfill end-user hardware requests.

13. Coordinate system maintenance, migrations, and updates to ensure minimal disruption.

Qualifications:

1. Bachelor's degree in computer science, Information Technology, or a related field.

2. 4+ years of relevant IT support or engineering experience.

3. Strong troubleshooting skills to resolve complex technical issues.

4. Advanced knowledge of Microsoft Windows desktop operating systems and Microsoft M365.

5. Experience with Intune for device management.

6. Knowledge of corporate networking and enterprise infrastructure with a focus on continual improvement.

7. Customer-focused approach with a commitment to delivering an exceptional end-user experience.

8. Proficient in ITIL best practices (ITIL Foundation certification preferred).

9. Experience with Azure cloud services is a plus.

10. Familiarity with service management platforms (e.g., ServiceNow, Remedy) for incident tracking, change management, and reporting.

11. Strong problem-solving abilities and analytical thinking skills.

12. Excellent communication skills for interacting with both technical and non-technical stakeholders.

13. Detail-oriented with strong organizational skills and the ability to manage multiple priorities.

Avenir Energy is committed to accommodating applicants with disabilities throughout the hiring process. Please let us know if you require accommodation at any stage of the hiring process.

By applying for a position with Avenir Energy, you understand that we use third party systems and recruiting agencies that may employ the use of Artificial Intelligence within their programs for finding, screening, assessing, and/or selecting candidates. You also understand that offers of employment are contingent upon the successful completion of appropriate background checks. The type of checks performed is determined by the role and Avenir Energy's employment policies. You will be notified during the hiring process which checks you are required to complete.

We thank you for your interest. Only candidates selected for an interview will be contacted.

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