IT Help Desk Support

1 week ago

North York, Canada Sonic Teck Full time

We are seeing an IT Support Engineer to provide world-class, white-glove support to our employees. This person will be responsible for delivering and supporting the latest technology while maintaining a high level of reliability. To be successful, this person must show initiative, be motivated by technology, and customer service delivery that builds trust while processing great attention to detail.

**Summary Statement**
- You love building the best user experience; apart from being functional and insightful you, really want your work to be of high quality.
- We won’t have to tell you much about what you do; your expert knowledge is up to date, or you can research and learn.
- When it comes to the crunch, you love the pressure of an occasional healthy deadline.
- You’re fluent in English.

**Role**

**IT Help Desk Support**

**Location**:
Toronto

**Industry**:
Support and Operations

Join Us

**Key Responsibilities**
- Monitoring - continuous monitoring of systems and software is a critical part of being an NMG support engineer. Technical support engineers can use a variety of monitoring tools, both offensive and defensive. The goal is to be proactive.
- Troubleshooting, diagnosis, resolution & escalation - troubleshooting to find the source of an issue to solve the problem. Understand how to look for causality, diagnosing the issue & resolving it. Where applicable follow the correct escalation process. You will be responsible for communicating this process back to the client and following up.
- Interacting with stakeholders - handling cases with stakeholders who are experiencing hardware or software malfunctions. Handle the onboarding and offboarding processes and required support. Find proactive ways to address common support challenges in the business.
- Technical Support - work with local service providers to configure hardware and operating system for new computers to NMG standards. Oversee operating system management including routine updates and planning/management of longer-term infrastructure updates
- Technical Support - software management (licensing, updates and configuration; scripting and automation), including ongoing liaison with Microsoft as required. Policies and Procedures to be followed, updated, evaluated and maintained. Perform project work as directed.

**Competencies, Qualifications & Experience**
- Basic Microsoft Applications and Windows troubleshooting. Good knowledge of best practices and IT operations
- Demonstrates ability to manage stakeholders. Able to take on and deliver projects
- Proven ability to work on own initiative and prioritise workload and make decisions under pressure
- Strong interpersonal and communication skills, both written and verbal with an interest in developing client relationships

**Salary**: $45,680.00-$55,680.00 per year

**Benefits**:

- Automobile allowance
- Casual dress
- Dental care
- Disability insurance
- Flexible schedule
- Life insurance
- On-site parking
- RRSP match
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

Ability to commute/relocate:

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

Work Location: Hybrid remote in North York, ON

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