IT Systems Support Specialist

**Schlegel Villages has an exciting opportunity for a solutions-oriented team member to join our Support Office team as an IT Systems Support Specialist (Tier 2).**

**Schlegel Villages' Support Office is located in Kitchener, Ontario however this role provides support to Villages located throughout southern Ontario.**

**As our IT Systems Support Specialist (Tier 2) joining our Support Office, you will**:

- Deliver outstanding customer service, technical support and training for team members and residents within the villages.
- Investigate alerts and respond to potential threats, escalating to Tier 3 experts as needed.
- Provide daily monitoring, management, and troubleshooting of cybersecurity tools.
- Provide operational support for local area networks (LAN), wireless networks (Wi-Fi), and other connectivity solutions.
- Collaborate with vendors and Tier 3 experts on network upgrades and incident resolution.
- Collaborate with vendors and Tier 3 experts on network upgrades and incident resolution.
- Support and maintain datacenter infrastructure, including Nutanix and Veeam environments.
- Manage tickets to ensure timely resolution of issues and proper escalation paths.
- Develop and maintain comprehensive knowledge base (KB) articles for troubleshooting and operational processes.
- Continuously improve documentation to support Tier 1 service desk staff and streamline internal operations.
- Participate in on-call rotations and respond to critical incidents as needed.
- Identify opportunities for process improvements and automation to enhance operational efficiency.

**To be successful as our new Technology Support Specialist, you will**:

- Demonstrate Strong customer service mindset that has a nice balance between Customer (Team Members, Residents and Family Members) and technical knowledge, with excellent communication and organizational skills. Ability to convey technical solutions clearly and collaborate effectively with internal and external users.
- Hold diploma or degree in Information Technology, Computer Science, or related field, or equivalent experience.
- Have 3+ years of experience in IT support, with exposure to cybersecurity, networking, and Microsoft environments.
- Effective problem-solving and prioritization skills, with the ability to evaluate and interpret findings to determine viable solutions and root causes.
- Relevant certifications (e.g., CompTIA Security+, CCNA, Microsoft Certified: Azure Administrator, Nutanix Certified Professional) are an asset.

**Assets**:

- Ability to work both independently and as part of a team, handling all support requests with courtesy and professionalism.
- A self-starter with the ability to take initiative and adapt to varying situations.
- Previous experience working in senior care or a similar environment.

**Special Conditions**:
**You can be you while being a part of our family**.
- At Schlegel Villages we are redefining elder care through _innovation_, _Village design_ and _culture_ change, but we know the key to our Village success, and our residents’ satisfaction, is YOU and our teams._
- We aspire to provide all members of our communities, including team members, with a life enriching experience. We are family owned and operated and we take our mission seriously: “to provide holistic health care in a home environment, located within an internal neighbourhood design that promotes a caring community with emphasis on optimal health and life purpose for each resident”._
- We’d love to talk to you about what makes us different._
- Schlegel Villages is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, please speak with the hiring leader._