Description:
Reporting to the ITSM Team Lead, the Technical Support Specialist Level 1 is the primary contact for supporting end users and service providers/partners for computing needs across Production and Business Systems. This is a professional and technical position requiring a diverse set of skills. The individual will demonstrate abilities in planning, configuring, and managing computer systems and their related components. This position requires staying knowledgeable about the latest technology and trends, with the ability to resolve complex mobile device, computer, and software problems at all organizational levels.
Responsibilities:
- Greet end users and create tickets when needed.
- Create/Disable/Maintain user accounts through directory services.
- Prepare hardware setups for new hires (computers, desktops, cellphones, monitors, keyboards, mice, etc.).
- Conduct initial setup meetings with new hires for their computing devices.
- Monitor tickets, logging all issues and resolutions in the ticketing system according to SLAs.
- Assist the Automation Team and maintenance crew upon request.
- Perform periodic operations related to servers and computer systems, including applying patches, security enhancements, and managing resources/accounts to maintain compliance with standards and best practices.
- Take appropriate actions to restore normal services with minimal downtime.
- Participate in the 24/7 on-call rotation.
- Support corporate and BYOD cellphone setups (Android, iPhone).
- Provide user support for O365 suite applications, Adobe Suite, and in-house software.
- Create, maintain, and support mailboxes and distribution groups.
- Enroll, maintain, and decommission devices in mobile device management systems.
- Provide support for multiple levels of legacy applications.
- Support and maintain hardware such as handheld scanners, printers, and peripherals.
- Implement Service Packs, OS patches, and updates according to standards and business schedules.
- Maintain and support OT and IT computers.
- Document procedures and create How-To guides.
- Support the Infrastructure and Security Teams as needed.
- Assist Level 2 Support when required.
- Support remote users and third-party vendors/contractors.
- Assist with DECT/VoIP phone systems and devices (ASCOM/AVAYA/MS Teams).
- Add equipment, modify configurations, and maintain ASCOM Wireless Phone systems as needed.
- Perform network cable installations and terminations using appropriate tools.
- Document ticket incidents, tasks, solutions, updates, and resolutions.
- Monitor the ticketing system for new incidents, tasks, and projects, prioritizing them by severity.
- Follow up with end users on tickets to ensure satisfaction before closing.
- Maintain IT inventory and notify management of hardware needs.
- Receive newly purchased equipment, verify counts, and provide packing lists to management.
- Maintain cleanliness in office spaces, including IT stockrooms and server rooms.
- Perform cleaning and maintenance on OT computers.
- Perform other related tasks as assigned.
Qualifications and Requirements:
- Post-Secondary Degree in Computer Science or related field, or equivalent experience.
- Minimum 5 years of technical support experience.
- Knowledge of Microsoft Exchange Online Server and general SMTP concepts.
- Ability to troubleshoot Active Directory, Azure, and Intune.
- Ability to troubleshoot and configure desktop operating systems such as Windows 10 & 11 and perform InTune enrollments.
- Familiarity with various desktop software, including Office 365 suite.
- Strong analytical skills, effective interpersonal communication skills, and a strong technical focus.
- Bilingual in English and French (oral and written).
- Comfortable working at heights and in industrial conditions.
- Valid driver’s license.
- Available to work off-hours and participate in a 24/7 on-call rotation with occasional travel (< 3% of the time).