Information Technology Infrastructure Specialist

2 days ago

Toronto, Ontario, Canada Galent Full time

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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