IT Infrastructure Support Specialist Position
6 days ago
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
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
- 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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