End User Support

**_End User Support_**

**_ Guelph ON - Hybrid Work (2 days in office)_**

Gateway Services Inc. is North America's leading provider of pet aftercare services to veterinary clinics and pet parents. Gateway Services is committed to exceed our customers’ expectations striving to provide unparalleled service and peace of mind by providing RESPECTFUL and ethical pet aftercare, treating each pet in our care with the utmost DIGNITY, as if it were our own. Each of our Team Members live these values every day and through this commitment we are confident we can exceed expectations.

As the world around us changes in ways, and at speeds, unimaginable when Gateway Services Inc was founded almost 26 years ago, it’s important that, as a business, we continue to evolve and adapt accordingly. More than ever before, we rely on technology to run our business, provide solutions for our end users & Partners. We are always looking for smart, talented people to fuel our success and who have a passion for growth. Everyone at Gateway makes a meaningful impact, challenges conventional wisdom, and has fun, too. Respect, integrity, and teamwork are all part of our cultural DNA. We embrace curiosity and diversity because it makes us stronger. Our environment is fast paced, but we find time to give back to our community.

**Job Duties**
- Oversee the implementation, deployment and operation of information systems and technology solutions for business needs.
- Provide internal IT support (server security, software updates, hardware maintenance etc.).
- Maintain infrastructure integrity and security over all existing environments and recommend improvements
- Coaching staff through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;
- Troubleshooting systems and network problems and diagnosing and solving hardware or software faults;
- Replacing parts as required
- Provide support which includes procedural documentation and relevant reports;
- Follow diagrams and written instructions to repair a fault or set up a system;
- Setting up new users’ accounts and profiles and dealing with password issues;
- Responding within agreed time limits to call-outs;
- Testing and evaluating new technology;
- Conducting electrical safety checks on computer equipment
- Set up and maintain user licenses
- Set up and maintain VOIP system
- Set up and maintain camera systems
- Prepare sites for proprietary web-based sales/service tracking system
- Administer all domain names and related registrations

**Requirements**:

- Post Secondary Degree or Diploma in computer science, or combination of education and relevant experience.
- 3-5 years of direct work experience in an IT support capacity required.
- Overall good knowledge of networking, operating system, and server architectures
- Good overall knowledge of programming concepts, software development cycles, and associated tools and platforms
- Proficiency with VPN networks, firewalls, encryption, and other aspects of network security technologies.
- Ability to explain technical concepts and theories to non-technical audiences.
- High degree of resourcefulness, flexibility, and adaptability.
- Strong prioritization skills.
- Able to effectively communicate both verbally and in writing.
- Effective communication skills with individuals at all levels of the organization.
- Strong customer service and troubleshooting skills.

**What you can expect from us**
- Competitive pay
- Medical, vision, and dental insurance
- Supportive management and administrative teams
- The potential for career growth within our organization
- Free, on-demand continuing education courses
- Employee Assistance Program
- Paid holidays and time off

Gateway Services and our brands Inc. are committed to providing accessible employment practices and fostering a culture of diversity and inclusion. Our employees are our greatest asset and each employee's cultural differences, life experiences, self-expression, and unique capabilities are what build our company culture and success. If you require accommodation due to disability during any stage of the recruitment process, please notify Human Resources.

Full Time - Mon to Fri