Tier 1 IT/IS Support Specialist

Avenue Living Asset Management is dedicated to sourcing, analyzing, and strategizing long-term investments. Our unique approach has led to rapid growth across North America now representing one of Canada's largest alternative asset managers. Since 2006, we have acquired over $7 billion in assets under management across a variety of sectors throughout Canada and the USA. Our various funds include assets in multifamily residential, self-storage, commercial, as well as agricultural land.

The strength of our platform lies in working with the right people. Acting with integrity and employing an entrepreneurial mindset, our employees work together to create an exciting, dynamic workplace. By employing an active hands-on approach to asset management, our skilled and innovative team operates closely alongside our investors. We're disciplined, we focus on value, and we're informed experts. We pride ourselves on our diverse and inclusive workplace; we are a unique workplace with unique people.

WHAT WILL YOU DO?

• Act as the primary point of contact for support requests, answering calls and responding to emails, with a focus on first contact resolution.
• Log incidents and service requests accurately and promptly.
• Successfully manage ticket lifecycles, adhering to Incident and Request SLAs.
• Perform basic to intermediate troubleshooting for a variety of technical issues.
• Resolve common hardware, software, and system access problems.
• Escalate more complex and impactful issues to Tier 2 support when necessary.
• Adhere to and maintain process documentation.
• Conduct computer hardware maintenance, including imaging and wiping devices.
• Following IT security guidelines to ensure a secure working environment.
• Manage, create and retire user accounts, permissions, group memberships and mailboxes.
• Provide remote desktop support, including software installations, updates, and troubleshooting.

WHAT WILL YOU NEED?

• 2 – 5 years of experience in Windows desktop and application support within a mid-sized organization.
• Excellent verbal and written communication skills.
• Solid technical knowledge in basic to intermediate IT systems and hardware/software trouble shooting.
• Strong problem-solving abilities to quickly assess situations and apply logical thinking to resolve common issues.
• Exceptional customer service skills, including patience, empathy, and a customer focused approach to manage inquiries and complaints from individuals with varying levels of technical literacy.
• High attention to detail, ensuring accurate logging of incidents and adherence to procedures for consistency and quality in support.
• Proven ability to collaborate effectively with team members, share knowledge, and escalate issues appropriately to higher-level support.
• Strong prioritization skills, understanding the urgency and priority of incidents and requests, and time manage appropriately.
• Ability to independently research support topics and technologies to find impactful solutions in a fast-evolving corporate IT environment.
• Technologies: Windows 10, MacOS, iPhone/iOS, MFA, Sharepoint, Ticketing Systems (Halo, JIRA), MS Teams, Office 365, OneDrive, Azure/Active Directory, Exchange, Endpoint Management (Intune, Automate/Screen Connect, Mosyle), Meeting Room A/V equipment.

WHAT DO WE OFFER?

• We live and breathe our core values. We go the extra mile. We're honest. We always have each other's back. We have tons of integrity. And we always own it and adapt – no matter the challenge.
• With the support to do things differently, grow personally and professionally, and bring your whole self to work, there's no limit to the impact you can make.
• We provide a competitive compensation package composed of a group benefits plan, GRSP matching, and a discretionary bonus program. In addition, Avenue Living also offers an Employee Referral Program that rewards active employees for successful referrals.
• An employee centric culture with paid time off for employer supported volunteerism, maternity leave top-up, a generous awards and recognition program, discounted monthly rent in Avenue Living properties, and employee savings program through industry partnerships.
• We are committed to a strong, safe work environment.

What makes us different makes us stronger. We want Avenue Living to be a great place to work for everyone; where people feel safe, included, inspired, trusted, and supported so they can be, and bring, their best. We're committed to creating a respectful and inclusive workplace where unique perspectives, experiences, backgrounds, cultures, and attributes are valued and utilized to help achieve better results. As an organization with operations across different geographies, we celebrate the fact that our workforce is made up of people with diverse demographics. We are committed to ensuring our workplace is fair, equitable, and free of discrimination and harassment. Should you require accommodation to participate fully in the recruitment process, please email .