IT Support Technician

5 days ago

Toronto, Canada MLSE Full time
Job Description

As a vital member of our service support team, you will ensure that all parties, clients and technicians, are supplied with ample information to ensure exceptional customer service.  You will liaise between the IT Department and its clients by performing a variety of IT technical support, customer service and record-keeping tasks.  Your dedication, passion, and commitment to teamwork will contribute to inspiring others while fostering our culture of accountability & customer service.  Specifically, the Support Technician role is responsible for managing IT incidents reported by internal clients, providing initial support (including investigation and diagnosis of the issue), recording the incident, restoration of service where possible, and the assignment of incidents to Level 3 support teams as required. 

Position Type: Freelance 

  • Field incoming support requests from end users via telephone, e-mail  & walk-ups in a courteous manner & log these in the Incident Management System.
  • Resolution of at least 85% of all incidents on first contact.
  • Understand Service Level Agreements (SLAs), associated with the user community and the impact of support issues to help determine the prioritization in relation to the other existing workload.
  • Effectively resolve problems or contribute to the escalation direction of the ticket to the appropriate response group based on general knowledge of PC's, operating systems (Windows, Mac OS), and various user programs.
  • MAC OS, iOS and Android troubleshooting knowledge.
  • Maintain effective lines of communication with higher support groups and administrators, working with these groups to ensure unresolved problems are handled in an expedient manner, and identify problem trends, and root causes eliminated. 
  • Demonstrate multi-tasking and follow-up skills
  • Ability to recognize trends and patterns and escalate to Level 3 support. 
  • Maintain and monitor Service Desk Mailbox and IT Incident Management systems; ensuring that all service requests are comprehensive and complete.
  • Prepare and maintain operational documentation including: Incident Management, Security Administration, Asset and Request Management.  Contribute technical content and departmental procedures to the Service Desk Knowledge Base. Evaluate documented resolutions and analyze trends for ways to prevent future problems
  • Rotating on-call coverage.

Qualifications

Note: Before reviewing the qualifications listed below, we want you to know that we understand you may not meet all the qualifications described and have other relevant expertise and experience.  We invite you to please share this with us in the "Message to the Hiring Manager" section of our online application. 

  • Minimum 3 years of technical working experience with a very strong background in Windows 7 and 10,and Office 365.
  • Working knowledge of Microsoft Active Directory and GPO.
  • Microsoft Certified Solutions Associates (MCSA) and/or Microsoft Certified Systems Engineer (MCSE) and have a post-secondary Information Technology diploma or Computer Science Degree would be a definite asset. 
  • Basic knowledge of network devices (routers, firewalls, switches) and troubleshooting.
  • Knowledge of Cisco Unified Communications Manager an asset.
  • Knowledge of Information Technology Infrastructure Library (ITIL) best practices an asset.
  • Advance expertise and solid working knowledge of PC hardware - the ability to setup, configure and rebuild workstations & printer setup/configuration. 
  • Prior experience setting up and troubleshooting MAC OS & devices (including but not limited to MacBooks iPhones & iPads).
  • Exceptional written and verbal communication skills; ability to present ideas in user-friendly language; proven ability to listen, understand, and communicate effectively; keen attention to detail; proven analytical and problem-solving abilities; active self-starter with a proven ability to take initiative and be proactive.
  • Exceptional organizational skills with the ability to effectively prioritize and execute tasks in a dynamic and fast-paced environment.
  • Availability to work evenings, weekends, and holidays as required.
  • Prior experience working with JAMF is considered an asset.


Additional Information

Apply by: December 2nd, 2024

Experience the thrill of the Sports & Entertainment industry in a flexible (hybrid) work environment that supports employee wellbeing.

As a part of our recruitment process AI may be utilized to: screen applications, assess qualifications, and enhance candidate selection. We remain committed to ensuring a fair and equitable hiring experience for all candidates.

We thank all applicants for their interest, however, only those selected for an interview will be contacted. 

At MLSE, we are committed to building an equitable, diverse and inclusive organization.

We are an equal opportunity employer and we do not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status or disability. MLSE will provide reasonable accommodation for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and you need an accommodation due to a disability, please email accommodations@mlse.com. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered. 

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