IT Infrastructure Support Specialist Position

6 days ago


Sydney, Nova Scotia, Canada Avenir Energy Full time

About Avenir Energy Ltd.

Avenir Energy Ltd. is one of Canada's largest and fastest-growing propane distribution companies, committed to delivering exceptional service to our customers. Our company operates across the country, driven by a team of over 400 dedicated professionals who strive for excellence in everything we do.

We offer a dynamic work environment that values collaboration and mutual respect. As a full-time member of our team, you'll enjoy:

  • Comprehensive benefits package including health, dental, paramedical, and life insurance
  • Employee Assistance Program (EAP) for confidential support and guidance
  • Retirement planning options with employer-matching contributions
  • Generous vacation and flexible time-off programs to ensure work-life balance
  • Incentive programs for individual and company achievements
Job Title: IT Infrastructure Support Specialist

The IT Infrastructure Support Specialist plays a critical role in maintaining Avenir's end-user technology infrastructure, ensuring smooth IT operations and an excellent user experience. This position reports directly to the IT Infrastructure Lead.

Key Responsibilities:
  • Manage end-user requests related to hardware and software
  • Implement Service Management, Incident Management, Change Management, Problem Management, Access Management, and Asset Management principles using the ITIL framework
  • Facilitate lifecycle planning, including timely upgrades, patching, and end-of-life transitions
  • Troubleshoot infrastructure issues and contribute to root cause analysis
  • Provide technical support for out-of-scope issues handled by our managed services team
  • Escalate third-party managed services concerns regarding end-users, branch infrastructure, network, and security
  • Deliver timely and effective technical support to enhance the end-user experience
  • Operate within the ITIL framework for managing Requests, Incidents, Changes, and Problems
  • Maintain accurate inventory records of end-user laptops and other hardware
  • Order hardware based on end-user needs and current inventory levels
  • Automate processes and develop self-service capabilities using available technologies and scripting
  • Collaborate with third-party managed services to fulfill end-user hardware requests
  • Coordinate system maintenance, migrations, and updates to minimize disruption
Qualifications:
  • Bachelor's degree in computer science, Information Technology, or a related field
  • At least 4 years of relevant IT support or engineering experience
  • Strong troubleshooting skills to resolve complex technical issues
  • Advanced knowledge of Microsoft Windows desktop operating systems and Microsoft M365
  • Experience with Intune for device management
  • Knowledge of corporate networking and enterprise infrastructure with a focus on continuous improvement
  • Customer-focused approach with a commitment to delivering an exceptional user experience
  • Proficiency in ITIL best practices (ITIL Foundation certification preferred)
  • Experience with Azure cloud services is a plus
  • Familiarity with service management platforms like ServiceNow, Remedy for incident tracking, change management, and reporting
  • Strong problem-solving abilities and analytical thinking skills
  • Excellent communication skills for interacting with technical and non-technical stakeholders
  • Detail-oriented with strong organizational skills and the ability to manage multiple priorities

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