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IT Support Specialist

2 months ago

Burnaby, British Columbia, Canada Paladin Security Full time

Job Summary:

We are seeking a highly skilled and motivated IT Support Specialist to join our team at Paladin Security. As an IT Support Specialist, you will be responsible for providing exceptional technical support to our teams across North America.

Key Responsibilities:

  • Technical Support: Provide technical assistance to end-users, internal stakeholders, and vendors, resolving issues in a timely and professional manner.
  • Incident Management: Follow ITIL Incident Management principles to receive, categorize, prioritize, and resolve incidents within agreed Service Level Agreements (SLAs).
  • Hardware and Software Support: Install, operate, troubleshoot, and maintain computer equipment and software applications, including Windows 10/11, Mac iOS, Active Directory, and Azure Entra.
  • Device Management: Manage and maintain devices, including Windows 10/11, Mac iOS, and mobile devices, ensuring they are properly configured and up-to-date.
  • Customer Service: Provide exceptional customer service to end-users, internal stakeholders, and vendors, ensuring a high level of satisfaction and loyalty.
  • Documentation: Ensure all incidents, notes, and updates are documented in a timely manner within the JIRA Service Management Tool.
  • On-Call Rotation: Participate in the after-hours on-call rotation to ensure 24/7 support coverage.

Requirements:

  • Experience: 1-3 years of work experience in an IT HelpDesk or similar Technical Support environment.
  • Education: Diploma or equivalent work experience in a related field or industry.
  • Certifications: Current MCSA, A+, and Network+ certification would be considered an asset.
  • Skills: Strong communication, interpersonal, and customer service skills, demonstrated analytical problem-solving skills, and experience with Windows 10/11, Mac iOS, Active Directory, Azure Entra, and Microsoft Office 365 applications.

Salary: $50,000 - $60,000

This position will be based in our Burnaby office full-time to start, with the possibility to move to a hybrid role after successful completion of 3-month probation.