IT Infrastructure Support Specialist

About Avenir Energy Ltd.

Avenir Energy Ltd. is one of Canada’s largest and fastest-growing propane distribution companies. We are a fast-paced, customer-focused, field-based business with operations across the country and a commitment to excellence. With over 400 dedicated team members, we are driven to become the propane distributor of choice in North America.

At Avenir Energy, we offer a dynamic, respectful, and collaborative work environment where every team member plays a key role in our success. As a full-time member of our team, you’ll enjoy:

- Comprehensive Benefits: Full coverage for health, dental, paramedical, and life insurance, including virtual healthcare.
- Employee Assistance Program (EAP): Confidential support for you and your family to help improve health and well-being.
- Retirement Planning: RRSP and TFSA options with employer-matching contributions to help you plan for your financial future.
- Work-Life Balance: Generous vacation, floater days, and flexible time-off programs to ensure you have time to recharge.
- Incentive Programs: Annual performance-based rewards for both individual and company achievements.

Job Title: IT Infrastructure Support Specialist

Job Description: The IT Infrastructure Support Specialist is responsible for maintaining Avenir’s end-user technology, along with the full lifecycle of required infrastructure, and ensuring smooth IT operations and a great end user experience. This role will report into the IT Infrastructure Lead.

Key Responsibilities:

- Manage end user requests as it relates to hardware and end user software
- Follows the ITIL framework, focusing on Service Management, Incident Management, Change Management, Problem Management, Access Management, and Asset Management to provide exceptional support and service delivery.
- Facilitate lifecycle planning, ensuring timely upgrades, patching, and end-of-life transitions.
- Troubleshoot infrastructure issues and assist on root cause analysis of issue
- Provide technical support for technical issues that are out of scope for our Infrastructure managed services team
- Handle escalations from third-party managed services concerning end users, branch infrastructure, network (NOC), and security (SOC). Offer advanced troubleshooting and support for efficient resolution.
- Focus on improving the end-user experience by delivering timely and effective technical support.
- Operate within the ITIL framework for managing Requests, Incidents, Changes, and Problems.
- Maintain an up-to-date inventory of end-user laptops and other hardware.
- Order hardware based on end-user needs and current inventory levels.
- Automate processes and enhance 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 ensure mínimal disruption.

Qualifications:

- Bachelor’s degree in computer science, Information Technology, or a related field.
- 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 continual improvement.- Customer-focused approach with a commitment to delivering an exceptional end-user experience.- Proficient in ITIL best practices (ITIL Foundation certification preferred).
- Experience with Azure cloud services is a plus.
- Familiarity with service management platforms (e.g., ServiceNow, Remedy) for incident tracking, change management, and reporting.
- Strong problem-solving abilities and analytical thinking skills.
- Excellent communication skills for interacting with both technical and non-technical stakeholders.
- Detail-oriented with strong organizational skills and the ability to manage multiple priorities.

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