Technical Support Specialist, IT Infrastructure

3 weeks ago

Toronto, Ontario, Canada Canada Goose Full time
Job Summary

We are seeking a skilled Technical Support Specialist to join our team at Canada Goose. In this role, you will provide first-rate technical support to our executives, stakeholders, and retail stores.

About the Role

The successful candidate will be responsible for ensuring the seamless operation of daily technology needs and managing onboarding and offboarding processes effectively. You will be a hands-on problem solver with strong technical troubleshooting skills.

Duties and Responsibilities
  • Provide 1st and 2nd level support via Corporate and Retail Queue for Windows, MacOS, Manufacturing, and Point of Sales Systems (phone, email, and in-person).
  • Handle onboarding and offboarding processes, including access requests.
  • Record, track, and escalate incidents via ITSM system, Service Now.
  • Configure and support workstations, tablets, cell phones, and Audio/Visual conferencing technologies.
  • Image and configure workstations, laptops, Point of Sales, and other computing equipment as required.
  • Support printers, copiers, IP Phones, and various other peripheral devices.
  • Implement and support Audio/Video conferencing technologies.
  • Perform security and operating system updates, software deployment, and troubleshooting.
  • Collaborate with IT Operations team members on escalated issues (Enterprise Applications, Infrastructure, and Cybersecurity), including WAN and network availability.
  • Deliver exceptional service to all departments, utilizing available resources while meeting set SLAs.
  • Document technical procedures for new technologies and update/maintain existing technical documentation.
Requirements
  • A post-secondary education in Information Technology or equivalent.
  • ITIL Foundations, A+, Network+, M365 and Managing Modern Desktops and Devices MD-101T certifications are considered assets.
  • Experience with compliance and governance frameworks (SOX preferred).
  • Firm grasp of basic networking concepts.
    • You should have 2-3 years of experience in:
    • ITSM, Service Now.
    • Providing Technical Support to 1000-2000 end-users.
    • Basic hardware (desktop/laptop/IOS), Microsoft Windows and Office troubleshooting.
    • Deployment, support, and management of meeting rooms (AV hardware).
    • Desktop imaging over WDS, WDT, and Dell Deployment toolkit.
    • Mobile Device Management (MDM) such as Intune and JAMF Pro.
    • Creating and managing user Accounts within Active Directory and Office365.
    • Organizational change requests in Office 365, Active Directory, MS Exchange and OKTA.
    • Support Windows 10, Mac OSX, IOS, and Android operating systems.
    • Providing support to organizations that enforces proxy service, MFA/SSO and 2FA.
    • Experience with virtual desktop and thin client in an enterprise multi-site environment.
    • Demonstrated experience enforcing standards policies and procedures.
    • Attention to detail and commitment to a high degree of accuracy.
    • Understand the importance of good customer service skills.
    • Can easily make the needed connections between systems, processes, and individuals to facilitate change.
    • Strong verbal and written skills, and the ability to work courteously and effectively.
    What We Offer
    • A competitive salary of approximately $65,000 per year, plus additional compensation packages.
    • A comprehensive benefits package including medical, dental, and vision coverage.
    • Opportunities for career growth through numerous internal and external programs.
    • Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards.
    • Be a part of CG Gives. Donation matching and paid volunteer time to help the organizations you care about.
    • Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues.
    • Inspiring leaders and colleagues who will lift you up and help you grow.

We believe in the power of inclusion and are passionate about building and sustaining an inclusive and equitable working environment where all employees can bring their authentic selves to work everyday. We believe every one of our team members enriches our diversity by exposing us to varying ways to understand the world, identify challenges, and to discover, design, produce, and deliver great products and service. Our different perspectives are what enable us to create, dream and live in the open.

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