IT Support Specialist

**Position**: IT Support Specialist

**Term**: Full-time or contract

**Location**: Montreal, Quebec, Canada

**ABOUT ITM**

With over 25 years in the IT industry, and a proven track record of success, ITM Global Services (ITM) is a well-recognized and award-winning company providing a full suite of IT services and solutions to our customers including:

- IT Consulting
- Network Installations
- Lifecycle Management
- Project Deployment
- Managed Services
- Software & Hardware

We are enabling technological transformations through which our customers can differentiate and thrive in an ever evolving and highly competitive business landscape.

Our dedicated team of experienced IT, technical professionals is committed to providing services of the highest quality, backed by strong operational excellence and a positive & differentiated customer experience.

We pride ourselves on effectively supporting our customers’ IT service requirements, so they can achieve success in their business - today and in the future.

Committed to Solutions, the ITM team goes over and beyond every day, to ensure that our customers’ experiences with our company are nothing short of exceptional.

**ROLE - IT SUPPORT SPECIALIST**

Combining both remote and on-site technical support capabilities allows the IT Support Specialist to effectively address a wide range of IT issues, ensuring efficiency of the IT infrastructure to enable smooth business operations and enhance productivity.

It is expected that the IT Support Specialist delivers efficient and effective IT technical services of high quality and excellence, with utmost focus on delivering a positive and seamless experience for ITM’s customers.

**KEY RESPONSIBILITIES**

The IT Support Specialist handles various responsibilities related to maintaining and troubleshooting IT infrastructure.

**Technical Support**: Provides advanced technical support and assistance to end-users experiencing issues with hardware, software, network, or other IT-related problems. Utilizes remote support tools to troubleshoot and resolve technical issues for users located off-site. Resolves complex issues and inquiries in a timely and efficient manner.

**On-Site Technical Support**: Performs hardware installations, upgrades, and repairs at physical locations.

Troubleshooting and resolving complex technical issues that require physical access to hardware or equipment.

**Incident Management**: Responds to and resolves IT incidents and service requests within agreed-upon service level agreements (SLAs), while keeping stakeholders informed of progress and resolutions.

**Problem Resolution**: Acts as a point of escalation for the IT support team and offers guidance and expertise with strong technical knowledge, to ensure effective problem resolution.

**Infrastructure Maintenance**: Monitors and maintains IT infrastructure, including servers, networks, and other critical systems, to ensure optimal performance and availability.

**Troubleshooting**: Conducts remote diagnostics and system checks, to identify and address network and software issues. Resolves technical issues, either remotely or on-site, to minimize downtime and disruptions to business operations.

**Consulting Services** - Collaborates with clients to understand their business needs and goals, providing strategic IT consulting to align technology solutions with organizational objectives. Conducts technology assessments and proposes recommendations for system improvements and optimizations.

**Solution Implementations** - Leads the implementation of IT solutions, including hardware, software, and network infrastructure, ensuring a seamless integration of new technologies into existing systems, minimizing downtime and disruptions.

**Project Management**: Collaborates with other IT teams or vendors to coordinate on-site support activities for large-scale projects or system implementations. Effectively manages and oversees IT projects, ensuring they are delivered on time, within scope, and within budget. Provides regular project updates to stakeholders and addresses any issues or risks that arise.

**User Training & Knowledge Transfer**: Conducts user training sessions for end-users and IT staff to enhance their technical skills and knowledge, provides education on IT best practices, security protocols, and how to use new software or hardware effectively. Provides hands-on training and support to end-users on-site, including assisting with software usage, configuration, and troubleshooting. Facilitates knowledge transfer sessions to ensure a smooth transition of new technologies and processes and enable proper adoption.

**Documentation**: Creates, maintains, and updates comprehensive documentation for IT systems, procedures, and configurations to ensure knowledge transfer and compliance with organizational standards. Develops user guides and training materials to support end-users in utilizing IT solutions effectively.

**Preventative Mai