Information Technology Infrastructure Specialist
14 minutes ago
Job Title:
Infra. Technology Specialist
Location:
Toronto, ON (Hybrid)
Job Description
We are looking for an experienced
Infra. Technology Specialist
to join our client Navacord, supporting enterprise IT operations in a fast-paced, hybrid environment. The ideal candidate will have strong hands-on experience in IT Service Desk operations with excellent troubleshooting and communication skills.
Key Responsibilities
- Act as the first point of contact for IT incidents and service requests via phone, email, and ticketing tools
- Provide Level 1 and Level 2 support for hardware, software, network, and application issues
- Diagnose and resolve technical issues, escalating to higher support tiers when required
- Ensure incidents and service requests are resolved within defined SLAs
- Monitor and manage ticket queues, ensuring proper prioritization and follow-ups
- Maintain accurate documentation and contribute to the IT knowledge base
- Collaborate with internal IT teams for issue resolution and system improvements
- Support onboarding/offboarding, including account creation and access management
- Mentor junior service desk analysts and assist with continuous improvement initiatives
- Participate in root cause analysis and preventive action planning.
Required Skills & Experience
- 5–6 years of experience in IT Service Desk or Technical Support roles
- Strong knowledge of Windows OS, MS Office Suite, Active Directory, and basic networking
- Hands-on experience with ITSM tools such as ServiceNow, Remedy, or similar
- Good understanding of ITIL processes and best practices
- Excellent problem-solving, analytical, and communication skills
- Ability to multitask and work in a fast-paced environment
- Willingness to work in shifts (including night shifts, if required)
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