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IT Support Specialist

2 months ago

Dorval, Quebec, Canada System Soft Technologies Full time
Job Summary

The IT Support Specialist provides technical assistance, resolves issues efficiently, handles complex cases, offers higher-level support, collaborates with other teams, installs and supports IT equipment, thereby contributing to continuous improvement of IT services.

Key Responsibilities
  • End User Support (70%)
    • Quickly and efficiently manage user requests and issues to resolve technical issues and minimize interruptions to business operations.
    • Logging and responding to support requests via a ticketing system and remote support tools, with particular attention to the accuracy of the information captured.
    • Create and maintain up-to-date documentation of frequently encountered issues and their solutions, and share knowledge with the help desk team to improve their skills and performance.
    • Ensure professional and courteous handling of all support requests, maintaining a high level of customer service and communication throughout the support process.
    • Provide users with regular updates on the status of their support requests, managing their expectations and keeping them informed of any delays or potential issues.
    • Provide user guidance on Isologic core systems, such as Office 365, and provide training to familiarize users with new features.
    • Collaborate with other IT teams to identify and resolve complex technical issues and escalate issues as necessary to ensure timely resolution.
    • Provide support for Intune and MDM, ensuring security and compliance of end user devices with company policies.
    • Ensure staff equipment is delivered on time with all required items.
  • Technological Initiatives (20%)
    • Participate in the deployment of new technologies, systems and applications to ensure end users have access to the latest tools and features.
    • Proactively identify opportunities to improve processes and IT service efficiencies, collaborating with the team to implement these changes.
    • Develop and maintain a strong knowledge of emerging technologies and industry trends, and identify opportunities to integrate them into the IT environment.
  • General Administration Tasks (10%)
    • Prioritize help desk requests based on their impact on business operations, ensuring critical issues are resolved as quickly as possible.
    • Collaborate with other help desk team members, sharing knowledge and best practices to improve their performance and efficiency.
    • Conduct proactive research, develop responses to improve IT demands, stay informed of emerging trends and technologies to keep Isologic's IT environment at the forefront of innovation.
    Qualifications
    • At least 2 years of experience as a help desk agent or similar role.
    • Relevant diploma accompanied by subsequent relevant experience; or extensive experience and specialized knowledge in a technical field of IT
    • Knowledge of ITIL methodology and Microsoft ITIL Certifications (desirable).
    • Demonstrated ability to install, manage, upgrade, maintain and troubleshoot operating systems and end user devices in enterprise environments.
    • Experience supporting MacOS and Windows 10/11 devices on corporate networks, including imaging, diagnostics, use of remote desktop technologies like Microsoft RDP, and support for Office 365, the Microsoft suite, and MDM solutions like Intune.
    • Experience training staff, creating user guides to make technical terms easier to understand, including O365, Power BI, Microsoft Teams, and everyday IT tasks on Mac and Windows.
    • Experience in ICT support via telephone, email, in-person and remote, with solid knowledge of administering Windows network operating systems in a high security environment.
    • Configuration of workstations via GPO with access to printers, applications and files.
    • Knowledge and experience of backup requirements and related procedures.
    • Knowledge of Ncentral RMM
    • Customer ethics, excellent written and verbal communication skills, organization, initiative, results orientation, flexibility, adaptability, and contribution to a positive team culture.
    • Must be bilingual French/English.
    • You may be required to work on several Isologic sites.
    • Be part of the on-call rotation for after-hours support in the event of an infrastructure and network emergency.
    • Occasional maintenance interventions outside working hours or on weekends.