IT Infrastructure Support Specialist

1 week ago

Waterloo, Ontario, Canada MCAP Full time

About the Role

This position is responsible for providing top-quality support for all MCAP IT infrastructure systems. The ideal candidate will have 5+ years of relevant experience, exceptional communication skills, and a proven ability to foster relationships.

Key Responsibilities:

  • Monitor Help Desk ticketing systems, gather information from users, and complete problem logs.
  • Provide first-line support via phone/email for all MCAP users.
  • Analyze and identify routine tasks that need to be performed.
  • Plan and schedule infrastructure changes, execute maintenance releases during business hours and after.
  • Participate in on-call rotation, responding and escalating automated pages.
  • Coordinating and scheduling service providers' resources when needed.
  • Oversee and sign off on service delivery.
  • Create and execute plans according to schedule and defined process.

Required Skills and Qualifications:

  • Exceptional oral and written communication skills.
  • Excellent organizational and time-management skills.
  • Ability to multi-task in a fast-paced environment.
  • Strong analytical and problem-solving skills.
  • Proven ability to foster relationships.
  • Strong customer service skills.
  • Self-driven, motivated with the ability to work independently and in a team environment.
  • Carries out duties with integrity and takes responsibility for actions.
  • Developed troubleshooting skills.
  • Strong desire/passion to learn new technologies.
  • Interpersonal skills (outgoing, confident, articulate).
  • Strong Technical skills, network, desktops, telephony, servers, (both hardware and software).
  • Understanding of Microsoft System Components – Azure, O365, M365, Active Directory
  • Vendor management skills
  • Post-secondary degree or diploma in Computer Science, Engineering, or related field.
  • A+ Network Certification or equivalent.
  • ITIL Foundation Certification or equivalent.
  • Microsoft Certifications

Tech Requirements:

  • Working Administrator's skill with Microsoft Windows, Entra, Exchange 365, Exchange Hybrid, M365, Azure, Intune, Security and Compliance, Teams, MFA (2FA and Authenticators), Microsoft Licensing.
  • Windows Server 2019 or higher
  • Windows 11
  • Experience with VMware VDI, Wireless Device Management (Android and IOS), Enterprise Print Infrastructure.
  • Understanding of Microsoft System Components – DHCP, DNS, Active Directory
  • ServiceNow
  • Microsoft SCCM
  • Threat Vulnerability Management
  • Powershell

Estimated Salary: $80,000 - $110,000 per year, depending on experience and location.

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