Help Desk Specialist

6 days ago

Toronto, Ontario, Canada GlassHouse Systems Full time
About GlassHouse Systems

GlassHouse Systems (GHS) is a leading provider of enterprise systems and managed services solutions. With over 30 years of experience, we deliver high-quality services and support to our clients in Canada and the US.

Job Summary

We are seeking a Help Desk Specialist to join our team. As a Help Desk Specialist, you will provide technical support to internal and external clients, addressing incoming queries and issues related to servers, systems, software, and hardware.

Key Responsibilities
  • Provide technical support to internal and external clients, including problem determination, resolution, and escalation.
  • Assist customers in diagnosing technical issues related to a Cloud-based Linux/IBMi OS environment.
  • Document all incidents, outages, status, and resolutions in accordance with GHS Service Desk procedures.
  • Update ticketing information in the Service Now ticketing database.
  • Monitor customer SOC vulnerability dashboard and create tickets as needed.
  • Diagnose and troubleshoot issues in the IBM Cloud environment.
  • Perform security administration functions for user access, data access, and remote access.
  • Issue timely, accurate, and professional notifications regarding incidents impacting the user community or targeted service consumer.
  • Proactively manage high-severity and priority incidents from identification to resolution.
  • Collaborate with internal/external IT resources to identify problems and restore services.
  • Complete other duties or tasks as assigned.
Requirements
  • 3rd and up year student, working towards a degree in Computer Science or similar discipline.
  • Fundamental working knowledge of infrastructure elements, including servers, operating systems, storage, networking, security, and infrastructure operations.
  • Strong analytical skills.
  • Strong verbal communication skills and technical writing skills.
  • Ability to present complex concepts in a clear, concise manner.
Preferred Qualifications
  • Experience in ITSM process – incident, change, and problem management.
  • Knowledge with public cloud platforms like AWS (Amazon Web Services) and Azure.
  • Experience working in IBMi OS environments.
  • Experience in ITSM ticketing tool – Service Now.
About Us

GlassHouse Systems is an equal opportunity employer that values diversity at our company and encourages all candidates to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We welcome and encourage applications from persons with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the recruitment process.

Please note that all candidates must be legally eligible to work in their location. Any offer of employment will be conditional upon a criminal record check.

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