Technical Support Specialist

5 days ago

Toronto, Canada BGIS Full time

**Who We Are**

**SUMMARY**

The **Technical Support Specialist **is responsible for providing technical assistance and support to end users, ensuring prompt resolution of a wide range of requests including hardware, software, printing and networking issues. In addition, the incumbent is expected to test and deploy new hardware and software as part of an ad-hoc request or as part of a major project. The Technical Support Specialist will action assigned Work Orders (WOs) ensuring they are closed in a timely manner to meet SLAs.

**KEY DUTIES & RESPONSIBILITIES**

**Desktop Support**
- Administers support requests via the IT ticket tracking system. Logs status information and resolution details. Responds to and resolves issues within the assigned completion date.
- Sets up, configures, supports, and maintains mobile devices (Android/iPhone).

**Problem determination and Solutioning**
- Identifies solutions for continuous improvement of system processes and procedures including the effective operation of desktop hardware and software changes and upgrades. This includes testing of computer systems and peripherals within established standards and guidelines before deployment.
- Resolves all network-related problems such as network login issues, machine connectivity issues, etc. Collaborate with the IT team to escalate and address complex problems.
- Troubleshooting issues related to Active Directory/Entra ID accounts, M365 licensing, Exchange Online mailboxes.

**Application Maintenance, Policies and Documentation**
- Develops and maintains system-related documentation to facilitate trouble free implementation and/or adoption of system changes.
- Adheres to IT policies and procedures.

**Other**
- Maintains knowledge of technology innovations and trends.
- Other duties as assigned.

**KNOWLEDGE & SKILLS**
- Comprehensive knowledge of local and wide area networking (i.e. TCP/IP, DHCP, DNS, VPN, etc.).
- Hands-on experience administering Microsoft 365.
- Hands-on experience administering device endpoint management tools (e.g. SCCM, InTune).
- Hands-on experience with Windows PowerShell and/or Microsoft Graph PowerShell.
- Knowledge of Microsoft Active Directory and/or Entra ID.
- Knowledge of Windows Autopilot.
- Knowledge of security practices and tools.
- Knowledge of Microsoft Azure and/or AWS is nice to have.
- Knowledge of macOS is nice to have.
- Motivated and technical individual with experience in many aspects of Information Technology.
- Ability to work effectively under pressure and manage multiple, concurrent, and conflicting priorities and deadlines.
- Good verbal communication skills (English).
- Ability to work independently with mínimal supervision and in a team environment.
- Excellent customer service skills.

**Licenses and/or Professional Accreditation**
- Microsoft Azure or 365 certifications
- CompTIA certifications (A+, Network+, Security+, etc.)

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success

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