Desktop Support Specialist

**Title**: Desktop Support Specialist

**Location**: Toronto, Ontario, Canada

**About our Company**:
Based in Denver, Colorado, Cologix is North America’s leading network-neutral interconnection and hyperscale edge data center company with a carrier-dense ecosystem of 600+ networks, 300+ cloud providers and 29 onramps across its platform. Cologix provides colocation and connectivity solutions to more than 1,600 customers through its operations that span 40+ digital edge and ScalelogixSM hyperscale edge data centers in 11 North American markets. Our customers have direct access to our local operations teams, which results in strong partnerships enabled by exceptional operational support and unparalleled customer service. Backed by one of the largest North American Infrastructure funds, Cologix’s experienced leadership team and exceptional staff drive a growing business with a culture that values our people, clients and service to our customers.

**What you do daily**:

- Respond to phone calls and incoming trouble tickets
- Create trouble tickets in ticketing system, diagnose issues using remote support tools, escalate tickets to techs as required and schedule onsite service calls
- Follow up on all service calls to ensure customer issues have been resolved properly
- Diagnose hardware and software problems, and replace defective components
- Perform routine system maintenance, patching, and optimization on computers as required
- Plan, coordinate, and implement network security measures in order to protect data, software, and hardware
- Configure / install computer hardware, software, and basic network equipment
- Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes
- Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements
- Analyze equipment performance records in order to determine the need for repair or replacement
- Maintain logs related to network functions, as well as maintenance and repair records
- Research new technology, and implement it or recommend its implementation
- Work with Vendors when necessary to diagnose and resolve issues
- Ability to multitask and be agile in a fast-paced environment

**What makes you a good fit: (Qualifications)**
- 3+ years of experience in Systems Support or Customer Service
- A good working knowledge of SaaS-based software and web-based conferencing/screen sharing
- Experience with troubleshooting mobile devices including Android and Apple devices
- Must be able to install, configure, and troubleshoot all Microsoft Desktop Operating Systems
- Must have experience with installing, configuring, and troubleshooting Office suites
- Experience with configuring Microsoft Outlook and Gmail
- Must have experience installing and troubleshooting Antivirus / Security software
- Experience installing network printers and setup of printers on computers
- Hands on experience with CRM support or Case and Issue management systems
- Telecommunications and Colocation Operations experience a plus
- Experience with telecommunication services including High Speed Internet service, and hosted or on premise Voice over IP
- Experience with creating technical documentation, how to’s, knowledgebase articles, etc.
- Strong analytical and effective problem solving skills
- High levels of organizational and time management skills
- Excellent oral and written communication skills and a strong customer service mentality
- Manage assigned tasks and projects with little supervision
- Inclination for learning new technologies quickly
- Ability to learn quickly and adapt to changing requirements
- Ability to work in a team-based environment
- Ability to lift 50 lbs
- Be able to work nights and weekends on occasional basis
- Be in an on-call rotation to handle after hour emergencies
- Fluent written and oral in English and French Required

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Cologix’ data centers are ISO 27001:2013 certified. ISO 27001:2013 certification and the Cologix portfolio of information security, information privacy and other industry recognized certifications represents our dedication to insuring the confidentiality, integrity and availability of company and customer information systems and assets. At Cologix, information security is everyone’s responsibility. Cologix employees are responsible for:

- Understanding and following Cologix' information security, cybersecurity and privacy policies, procedures and standards.
- Ensuring conformance to all information security, cybersecurity and privacy policies, procedures, and standards.
- Remaining vigilant and reporting any suspicious activity or possible vulnerabilities, weaknesses, threats, or breaches in Cologix information securit