IT Support Specialist

3 days ago

Vaughan, Ontario, Canada Plan Group Full time
Job Summary

We are seeking a highly skilled IT Service Desk Technician, Level II to join our team at Plan Group. As a key member of our IT department, you will be responsible for providing exceptional technical support to our employees across Canada.

Key Responsibilities
  • Provide direct support to all executives and manage senior escalations, deep dive analysis of branch environment, white glove service, onsite support, project activities, and technical solution deployments.
  • Effectively examine issues, identify solutions, and suggest preventative maintenance actions.
  • Assist in implementing technology-based business solutions and researching industry's best practices.
  • Provide support via in person, phone, email, and through our ticketing system Oasis.
  • Respond to and resolve IT ServiceDesk tickets with team's SLA.
  • Maintain close contact and open communications with end users until an issue has been resolved.
  • Educate managers on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems.
Requirements
  • 5+ years of level II Desktop, and Network support in Windows 10 environment.
  • 3+ years of advanced technical knowledge and business insight, handle escalations and specialized services.
  • Onsite and remote technical support and troubleshooting for all employees and teams across Canada.
  • Experience of providing technical training to peers and other departments.
  • Strong communication, organization, and time management skills, as well as a willingness to learn and strong work ethic.
  • Good oral & written communication skills. Must be able to explain difficult abstract concepts verbally and in writing.
  • Participate in the on-call rotation as agreed by the Level II Support team. When on call, be prepared to always address technical issues.
Preferred Qualifications
  • Any of the following certs (Cisco CCNA, MCP/MCSA/MCSE/A+/ITIL)

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