Technical Support Specialist

**_The Chubb Fire & Security Difference..._**
- Service Excellence_
- Technology Leadership_
- Focus on Quality_
- National Coverage_
- Single Point of Contact_
- A Name You Can Trust_

Chubb Fire & Security provides an unparalleled portfolio of security and life safety solutions to Canadian institutions, businesses and residences. We deliver advanced solutions to many of the most demanding security and life safety requirements across the country. Our coast-to-coast coverage is provided through a team of experts sharing a common focus on service excellence. Our proven capabilities yield the ultimate in peace of mind to those that we serve.

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Role Summary:_**

Chubb is currently recruiting an IT Technical Support Specialist, preferably Bilingual. The Technical Support Specialist will work as a member of the Digital Technology (DT) team and will be responsible for supporting Users, Computers, and the IT Infrastructure. The role will also oversee and take ownership of incidents and management of requests and coordinate with other departments/teams, and external service providers to achieve a fast turnaround of resolution to urgent and critical issues/concerns impacting the business. Great Customer Service and advanced Technical skills on computers (software and hardware), knowledge of Networking and Servers, and familiarity with ITIL concepts are essential to be successful in this role.

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Key Job Responsibilities:_**
- Duties of this position include, but are not limited to:_
- _Provide technical support functions on core infrastructure services such as Windows Server, Virtualization/VMware, LAN/WAN/Wifi, File Server, Systems and Applications Access administration, Active Directory user management, Backup & Recovery, etc._
- _Perform L1/L2 tasks in resolving computer hardware, software, and peripheral related issues affecting users._
- _Coordinate support services within the DT internal and external teams including service providers to ensure timely resolution of issues/concerns._
- _Investigate, assess, manage, and resolve support escalations._
- _Find efficiencies in DT services to reduce cost and gaps in services._
- _Be a champion in knowing, understanding, and following the company’s Cybersecurity Policies (IT Policies) to better guide the users/business on matters pertaining to IT Security and Compliance._
- _Develop clear, concise installation, configuration procedures, runbooks and other documentations (or standard work) as required to maintain and achieve operational standards and compliance._
- _Assist with IT Projects, Compliance and Audit requirements as needed._
- _Assist with managing the company’s IT assets/inventory, and IT purchases._
- _Must be ready to travel as required._
- _Able to lift equipment for setup/racking when required (i.e. mounting servers, equipment, computers etc.)._
- _Performs other tasks as assigned by the DT Manager._

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Qualifications:_**
- Post secondary education in Computer Science/Engineering, Information Technology or equivalent combination of skills and experience.
- Any of the following professional IT certifications: Microsoft, VMware, Cisco, CompTIA.
- 3+ years’ technical experience in supporting Users and Computers ideally in Level 1 and Level 2 roles with advanced knowledge of hardware/equipment installation, testing and support.
- 2+ years’ experience in Windows Server and Virtualization administrator role.
- Advanced knowledge of Windows Client Technologies (Windows 10 and Office 365)
- Active Directory Knowledge (managing user accounts and groups, resetting passwords, etc.)
- Relevant work experience in compliance, audit, and implementation of security best practices.
- Experience with creating reports and data analysis to assess and improve support services.
- Maintain IT hardware/software life cycle equipment/asset inventory of the IT Infrastructure.
- Familiarity with ITIL concepts, systems management and operations processes and tools (problem management, change management, configuration management)
- Working knowledge of Service Now.
- Good project management, organizational and time management skills to handle tasks or multiple complex enterprise-scale complex projects simultaneously.
- Valid Ontario driver’s license and reliable vehicle to travel to remote sites.

**More about the position**:

- Has demonstrated positive attitude, strong organizational, communications, planning and documentation skills.
- Passionate about IT and how technology is leveraged to create a competitive edge.
- Takes initiatives to improve processes, procedures, or services.
- Excellent written and oral communication skills; good interpersonal skills.
- Highly self-motivated and directed, with keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize tasks in a high-pressure environment.
- Strong customer service orientation.
- Experience working in a team-oriented, collaborative environment.

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