IT Support Specialist

**IT Support Specialist**

Toronto

The IT Support Specialist is responsible for the maintenance, configuration, and reliable operation of computer systems and servers. They will install hardware and software, and actively resolve problems and issues with computer and server systems to limit disruptions to the business.

This position will also provide backup support to the Network Operations Centre (NOC) team to ensure successful deployment of digital content on our screens across US.

**ACCOUNTABILITIES AND RESPONSIBILITIES**

System Administrator
- Act as the point of contact for answering, evaluating, and prioritizing requests for assistance from internal and external end users experiencing problems with hardware, software, networking and other computer related technologies
- Diagnose, resolve, and document technical network, hardware, and software issues in person or remotely
- Proactive monitoring of all network devices and services using a combination of tools to ensure high connectivity and security
- Assist in the selection, implementation, testing and roll out of new IT solutions and provide training and support to end-users, as necessary
- Assist in developing and maintaining IT documentation including infrastructure and configuration documentation, disaster recovery plans, user training documentation, etc.
- Assist in the developing and implementing all IT policies and procedures, including those for security, disaster recovery, purchasing, etc.
- Ensure service level agreement targets are met and interactions are positive
- Will occasionally be required to take after-hours emergency support calls

Network Operations Centre Support
- Maintain an online connectivity of Trooh’s digital assets through proactive monitoring.
- Record, track, and document the troubleshooting process.

**What you offer**:

- Bachelor’s degree/diploma in Information Technology or Computer Science or a related field or equivalent professional experience
- IT technical certifications such as MCP, A+, Server +, MCTS, MCSA, CCNA are an asset.
- 2+ years of direct experience in providing technical support
- Demonstrated hands-on experience with Windows Desktop 10/11, Windows Server 2016/2018, Office 365 and other products (Teams, SharePoint, Exchange, SQL Query Management etc.)
- Expertise in IT network infrastructure operations and controls, ensuring the integrity of networks, servers, firewalls, and physical security of IT assets.
- Advanced troubleshooting skills in desktops, laptops, mobile devices, routing, switching, wireless networking and VOIP and/or SIP phone systems
- Experience with management and monitoring tools, Remote Desktop Services, Windows servers, MDT/ SCCM is required.
- Experience in Azure and/or AWS cloud environment.
- Knowledge of database concepts and SQL query language.
- Demonstrated high customer service orientation, and the capability to manage and prioritize customer expectations in a fast-paced setting with multiple priorities.
- Strong analytical and troubleshooting skills with ability to communicate with all levels of the organization effectively and professionally.
- Experience in documenting processes and monitoring performance metrics.
- Ability to keep up with technical innovation and trends in IT support.

**Salary**: $50,000.00-$60,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- IT Support Specialist: 2 years (preferred)

Licence/Certification:

- IT Technical Certification (preferred)

Work Location: Hybrid remote in Toronto, ON