IT Support Specialist

3 weeks ago

Toronto, Ontario, Canada Rethink Communications Full time

Job Description

We are seeking an IT Support Specialist to join our team at Rethink Communications. As a key member of our IT Infrastructure team, you will be responsible for supporting our macOS client platform deployment and staff onboarding, ensuring a seamless and consistent employee experience.

Key Responsibilities

  • Assist with new project rollouts that evolve our macOS and iOS client platform management infrastructure.
  • Support the macOS client deployment workflows built with Apple Business Manager, Simple MDM, and Munki for new and re-deployed devices.
  • Provision cellular lines and iOS devices for end users.
  • Support additional Tier 1 IT Infrastructure services as required (G Suite, Active Directory, SAML, Zendesk, Slack, Jump Cloud, O365, etc).
  • Provide tier 1 technical support for our staff via the ticketing system and real-time messaging, and in-person office support may be required when needed.
  • Provide some monitoring and resolution of issues for on-site equipment, such as boardroom AV equipment.
  • Maintain tracking of asset management in our asset tracking system.
  • Provide new staff IT account creation, logistics, and onboarding training.
  • Maintain support documentation, writing internal knowledge base articles as required.
  • Assist in routine backup and disaster restore testing with direction from the IT team.

Requirements

  • 7-10 years' relevant work experience.
  • Strong knowledge of macOS and Apple technology (5+ years minimum).
  • Some knowledge of Python and Shell scripting is not required but nice to have.
  • Proven ability to translate technical issues into understandable language for end-users.
  • Willingness to learn new systems and vendors as needed.
  • Ability to lift hardware devices, i.e., servers, routers, and switches.
  • Able to write clear documentation for internal and client use.
  • Accountability: Holds self and others accountable to meet commitments.
  • Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
  • Problem Solving: Uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems. Knowing when to escalate to other team members for expedited support when needed.
  • Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking relevant questions for clarification and understanding.
  • Resilience, Tolerance for Change/Ambiguity: Can effectively cope with change, finding ways to advance work and projects.

About Rethink Communications

We are a creative independent agency committed to creating and maintaining an inclusive, equitable, and accessible workplace. We welcome and encourage applications from all intersections. Accommodations are available, upon request, to all selected candidates during any stage of the recruitment process.

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