Provide remote phone support for Level 1 and Level 2 incidents
Create, modify, and manage users, groups, and access rights via Active Directory
Provide occasional Level 1 and Level 2 client support
Maintain up-to-date incident documentation within the ticketing system
Monitor the alerting and monitoring software
Provide software, hardware, and operational support
Escalate incidents and follow up with users
Perform on-call duties to ensure service coverage outside regular business hours (with financial compensation)
Maintain up-to-date client hardware and software inventory
Diagnose and perform hardware repairs for desktops, laptops, hard drives, network tools, and other equipment
Install computer workstations, software, network printers, and other peripherals
Assist administrators with their projects
Participate in client onboardings
Advise clients on technology-related decisions
Configure monitoring tools
Provide documentation templates
Act as a coach for junior technicians
Ensure proper escalation of requests to the appropriate teams
Configure Microsoft 365 environments
Serve as an escalation point for Level 2 and Level 3 requests

Required skills

• Have a minimum of 2 years of experience in IT support • Possess basic knowledge of the following: • Microsoft network environments (Active Directory) • Microsoft Office Suite and MS-365 systems • Networking and network equipment (Cisco switches and routers, network cabling, TCP/IP protocols) • Remote desktop/control tools • Terminal server environments • Citrix and VMware virtualization products (an asset)

Education Requirement

DEC in computer science

Closest Intersection

McGill College Av./Cathcart