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IT Support Specialist

3 months ago

Ottawa, Ontario, Canada Pythian Full time

IT Support Specialist

Pythian is seeking a dedicated IT Support Specialist to enhance our internal IT support services. As a pivotal member of our Technical Services team, you will be instrumental in assisting users with their IT-related challenges. Your role will involve collaborating with System Administrators, Development teams, and external vendors to troubleshoot and resolve issues efficiently.

Key Responsibilities:

  • Swiftly triage, troubleshoot, and resolve user inquiries and alerts from Pythian's IT infrastructure systems.
  • Gather necessary information for effective resolution or escalation of cases, ensuring follow-up until closure.
  • Maintain comprehensive documentation of ticket activities, troubleshooting steps, and resolutions.
  • Foster strong relationships between the user community and IT support.
  • Identify recurring issues and implement educational initiatives to reduce their frequency.
  • Propose enhancements to simplify the use of IT services.
  • Detect and address inconsistencies with corporate security standards and collaborate with staff for resolution.
  • Engage in continuous learning of IT processes and tools.
  • Configure and support various devices including desktops, laptops, and mobile devices.
  • Undertake additional tasks and projects as assigned by management.

Qualifications:

  • 1-3 years of experience in end-user support, ideally within a cloud-based environment.
  • Proficiency in configuring and troubleshooting Windows, Apple, Android, and iOS devices; Linux experience is a plus.
  • Experience in resolving hardware and software issues for end-users.
  • Familiarity with ticketing systems and cloud communication tools.
  • Understanding of cloud infrastructure environments.
  • Basic knowledge of network troubleshooting.
  • Proven ability to deliver exceptional customer service under pressure.
  • Strong verbal and written communication skills, including the ability to document technical issues and create knowledge-base articles.

Benefits:

  • Competitive compensation package.
  • Flexible work arrangements, promoting a balanced work-life dynamic.
  • Collaborate with industry-leading professionals.
  • Substantial training budget for skill enhancement and professional development.
  • Generous time-off policy, including paid vacation and sick days.
  • Office allowance for personalizing your workspace.
  • Opportunities for community engagement and volunteering during work hours.

About Pythian:

Pythian is a leader in helping businesses leverage their data and cloud capabilities to thrive in a competitive landscape. With a commitment to delivering innovative solutions, we partner with clients across various industries to address their unique data challenges. Our extensive expertise in data and cloud technologies positions us as the ideal partner for organizations aiming to excel in today's digital economy.