IT Support Specialist

1 week ago

Vancouver, Canada Imperva Full time

Imperva a Thales Company is looking for an exceptional Helpdesk Engineer to join the Global IT Team. In this role you will be working in a fast passed environment by providing efficient, first line support in-person or virtually, through remote control software and/or over the phone to users located throughout the globe.

**Key Areas of Responsibilities**:

- Provide tier 1 support to Imperva's worldwide employees on all IT matters (system, network, accounts, etc.)
- Help build and maintain laptops for the Imperva global workforce
- Take ownership of requests, incidents and problems originating from direct calls, Helpdesk tickets and self-service tickets
- Collaborate and execute the delivery of Imperva onboarding and offboarding; includes account administration, desktop/laptop automation and installation, network access and other IT tasks
- Coordinate services and support with the other members of the global Helpdesk team
- Manage and coordinate urgent and complicated support issues
- Determine root cause of issues and communicate appropriately to internal customers
- Provide backup support as needed to support business demands including on-call rotation availability
- Create and maintain IT Self-Help (end user) and Helpdesk (internal) specific process documentation

**Minimum Qualifications**:

- 3-5 years of experience in a technical role providing remote support in a technical Helpdesk environment, with a track record of achieving productivity goals
- Experience with training and mentoring junior team members
- Excellent verbal and written communications skills
- Extensive knowledge of PC/Mac/Linux computer hardware, software, peripherals, and operating systems
- Possess the ability to react quickly to issues and develop both short and long-term solutions
- Excellent time management skills and ability to multi-task, prioritize, and has a high attention to details
- Extensive knowledge of supporting: Windows 10, MacOS, Microsoft365, Zoom, Slack, G-Suite, Active Directory, Azure AD, SCCM, InTune, Jamf
- ITIL Foundation, A+ and Network+ Certification (preferred)

**Our Company**:
**Rewards**:
**Legal Notice**:
Imperva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, gender identity, marital status, protected veteran status, medical condition or disability, or any other characteristic

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