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IT Operations Supervisor

3 months ago

Edmonton, Alberta, Canada IT-XY GmbH Full time

Overview:

IT-XY GmbH is in search of a skilled Information Technology Manager to lead our IT department. The successful candidate will be tasked with overseeing our technological infrastructure, integrating innovative solutions, and ensuring the seamless functioning of all IT systems.

Key Responsibilities:

The IT Manager will play a crucial role in identifying and resolving intricate technical challenges while managing the overall planning, development, implementation, operation, and administration of IT programs and services across the organization. This position necessitates a profound understanding of the technological landscape and involves assisting the organization in conducting root cause analysis.

In partnership with Managed Service Providers, the IT Manager will devise and execute effective solutions tailored to meet the company's requirements. This role requires exceptional problem-solving abilities, outstanding communication skills, project management expertise, and a customer-focused mindset.

Technical Support:

  • Guide and mentor tier 1 technical support staff to identify root causes and develop long-term solutions.
  • Diagnose and resolve complex hardware, software, and networking issues.
  • Troubleshoot telecommunication and network equipment problems.
  • Escalate intricate issues to Managed Service Providers as necessary.

System Maintenance:

  • Collaborate with Managed Service Providers to design, implement, and configure necessary hardware, network, and software upgrades.
  • Conduct regular system updates and maintenance tasks.
  • Assist in the setup, configuration, and procurement of network, server, storage, and business application technologies.
  • Support and maintain Microsoft 365 and other cloud-based technologies.

Documentation and Compliance:

  • Create and maintain precise documentation of IT procedures, configurations, and troubleshooting methodologies.
  • Ensure adherence to company policies and procedures regarding IT security.
  • Uphold company security standards, policies, and procedures, including system backup and recovery protocols.

Collaboration and Communication:

  • Work collaboratively with team members and other departments to deliver effective IT support services.
  • Facilitate remote meetings and virtual collaboration tools.

Account and Ticket Management:

  • Oversee the intake of support tickets, ensuring alignment with ITIL best practices.
  • Manage account creation and maintenance tasks.
  • Fulfill additional responsibilities as required.
  • Collect and maintain comprehensive asset data for a complete inventory, including key attributes, full descriptions, locations, and condition assessments.
  • Perform other duties as assigned.

Qualifications & Skills:

  • Post-secondary degree in computer science or a related field.
  • Minimum of 3 years of relevant IT technical experience, preferably in a supervisory capacity.
  • Experience with Windows Active Directory, Group Policy, DNS, and RDS.
  • Familiarity with firewalls, TCP/IP, and Internet connectivity configurations.
  • Proficient in DHCP, DNS, VLANs, VPNs, and other networking fundamentals.
  • Strong diagnostic and troubleshooting skills for technical issues.
  • Experience with desktop and server operating systems.
  • Solid knowledge of Microsoft Office 365 and related applications, as well as other cloud technologies.
  • Experience with IT service management tools.
  • Familiarity with ITIL service management concepts and methodologies; certification is an asset.
  • Current or previous professional technology certifications (e.g., MCSE, MOS, MCSA, A+, CISSP) are advantageous.
  • Exceptional interpersonal skills, including active listening, questioning, and relationship building.
  • Strong written and verbal communication skills.
  • Able to work independently or as part of a team.
  • Willingness to work onsite as required.
  • Ability to obtain a clear Criminal Records Check.

We appreciate all applicants; however, only those selected for an interview will be contacted.