Information Technology Generalist

2 weeks ago

Toronto, Ontario, Canada Wireless DNA Inc. Full time

Reporting to the IT Team Lead, the IT Generalist plays a crucial role in maintaining and supporting the organization's IT infrastructure. This position serves as the first point of contact for troubleshooting and ensuring smooth operations across a broad spectrum of hardware and software technologies. The IT Generalist covers multiple functional areas, including systems and network administration, automation, programming, and IT support.

Key Responsibilities:

  • Maintain and administer hardware and software systems, ensuring their proper functioning and availability.
  • Use the service desk ticketing system to provide timely technical support and resolve user issues effectively while adhering to SLAs.
  • Handle the technical call center for the entire company, including retail locations, aiding and resolving technical issues as needed.
  • Respond to emails and support requests, ensuring prompt and efficient communication with internal stakeholders.
  • Install and configure hardware and infrastructure components for new retail locations, including POS machines, networking devices, laptops.
  • Travel to retail locations to assess existing technical equipment and ensure it meets high standards of availability and systematic organization and is well documented.
  • Collaborate on projects related to store builds, repairs, and troubleshooting, ensuring the successful completion of tasks within established timelines.
  • Assist in monitoring the organization's network infrastructure, including switches, routers, and firewalls.
  • Develop and maintain a Knowledge Base System (KBS) to document work-related procedures and troubleshooting guidelines.
  • Perform asset/IT inventory management tasks.

Qualifications:

  • Proven experience in IT support and administration, with a focus on hardware systems, with at least 3 years of experience.
  • Very strong grounding in the fundamentals of IT, including computer hardware, Windows, wired and wireless networks and networking devices, and cybersecurity principles.
  • Industry certifications demonstrating the fundamentals mentioned above, such as CompTIA A+, Net+, Sec+, CCNA etc.
  • Strong knowledge of hardware installation, setup, and troubleshooting, including retail store infrastructure, POS machines, networking, and laptops.
  • Proficiency in using ticketing systems, such as Jira Service Management, to manage support requests and prioritize tasks.
  • Excellent communication skills, both written and verbal, with the ability to provide clear and concise instructions to end-users.
  • Self-motivated and able to work independently, as well as collaborate effectively within a team.
  • Strong problem-solving and analytical skills to diagnose and resolve technical issues efficiently.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.
  • Ability to work flexible shifts/weekends.
  • Must have a valid driver's license and access to a reliable vehicle to travel to different sites as required by project demands.
  • Willingness to participate in cross-departmental training to share knowledge and train IT team members on operations-specific aspects.
  • Experience with asset management and documentation is a plus.
  • Knowledge of backup and disaster recovery procedures and software is advantageous.

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