Technical Support Specialist

**COMPANY DESCRIPTION**

Castle Hall Diligence is a leading specialist in operational, investment risk, ESG and cybersecurity due diligence of alternative and traditional asset managers. With a rapidly growing team of 100, Castle Hall has become the largest, dedicated due diligence organization worldwide, operating from offices in Montréal and Halifax, Canada; Abu Dhabi, UAE; Manila, Philippines; Prague, Czech Republic; and Sydney, Australia. Castle Hall’s core competitive advantage is DiligenceHub, our proprietary online diligence platform, which has helped our clients review diligence across more than 6,000 fund entities.

**RESPONSIBILITIES**
- Provision and maintain Apple macOS systems and peripherals
- Install, administer and troubleshoot software on staff computers
- Document problem resolution steps and known issues; produce guidance documents geared towards end users for new processes and frequent tasks
- Identify gaps in staff knowledge of tools and procedures and provide training as necessary
- Maintain the hardware and software inventory list
- Assist in upholding and maintaining security procedures and processes
- Assist with the provisioning of new user accounts and endpoints
- Assist with the roll-out of company-wide IT projects

**DESIRED SKILLS AND EXPERIENCE**
- University degree in the field of information technology or equivalent
- Two to three (2-3) years of professional IT experience
- Knowledge of Microsoft Entra ID, Conditional Access, Intune, and Office365
- Knowledge of Managed software installation for macOS (Munki) an asset
- ACSP (Apple Certified Support Professional), Comptia A+ or Network+ certifications an asset
- Thorough understanding of Apple hardware and software
- Knowledge of Apple Remote Desktop and Microsoft Office would be an asset
- Knowledge of TCP/IP networking, DNS, *nix administration, bash scripting, Powershell
- Knowledge of VoIP hardware and software
- Experience providing quality end-user support
- Strong investigative and troubleshooting skills
- Excellent verbal and written communication skills
- Ability to manage multiple priorities and projects

**WHAT WE OFFER**
- An opportunity to be a part of a highly successful and growing organization.
- An opportunity to work in a highly diversified and fast-paced global business in the financial industry.
- Ample opportunities for growth & advancement.
- Excellent working conditions in a dynamic work environment, including a hybrid working arrangement.
- Benefits plan including a healthcare spending account and health and dental coverage.
- Online wellness portal free to all employees (including fitness, nutrition, meditation and much more).
- Competitive compensation package, including paid vacation days and additional bonus days off during summer holidays.
- Learning and Development reimbursements for relevant designations.
- Pension plan with increasing contribution matching based on tenure.
- Dynamic team with optional after-work activities (5-7, lunches, dinners, rock climbing, running, and soccer).
- **Castle Hall Diligence is proud to be an Equal Opportunity Employer. We firmly believe in celebrating diversity and fostering an inclusive environment that welcomes and values employees from all backgrounds. We are committed to providing equal opportunities for growth, development, and success for all members of our team.**_
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**DESCRIPTION DE L’ENTREPRISE**

Castle Hall Diligence est une entreprise de premier plan qui se spécialise dans le contrôle diligent des opérations, des investissements, des enjeux environnementaux, sociaux et de gouvernance et de la cybersécurité des gestionnaires d’actifs traditionnels et non traditionnels. Comptant sur une équipe de près de 90 personnes en pleine croissance, Castle Hall est désormais la plus grande organisation au monde spécialisée dans le contrôle diligent. Nous possédons des bureaux à Montréal et à Halifax au Canada, à Londres au RoyaumeUni, à Abu Dhabi aux Émirats arabes unis, à Manille aux Philippines, et à Sydney en Australie. Castle Hall dispose d’un grand avantage concurrentiel : DiligenceHub, notre plateforme exclusive de diligence en ligne, qui a aidé nos clients à analyser le contrôle diligent de plus de 6 000 entités de fonds.

**RESPONSABILITÉS**
- Fournir et entretenir les systèmes Apple macOS et les périphériques.
- Installer, administrer et dépanner les logiciels sur les ordinateurs du personnel.
- Fournir une assistance technique au personnel par accès à distance, par téléphone, par courrier électronique, par chat ou en personne.
- Documenter les étapes de résolution des problèmes et les questions connues ; produire des documents d'orientation destinés aux utilisateurs finaux pour les nouveaux processus et les tâches fréquentes
- Identifier les lacunes dans les connaissances du personnel en matière d'outils et de procédures et assurer la formation nécessaire.
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