Job Description:
Installing and configuring computer hardware, software & peripherals
* Manage user accounts as needed, including permissions and access controls.
* Providing technical expertise and end-user support in the areas of Microsoft Windows platform (Windows 10/11).
* Resolving issues with internet connectivity, printers, scanners, phones, and other equipment
* Providing support to growing mobility platform (iOS, Android and windows-based platform).
* Providing support for Microsoft Office 365 / Windows 365 platforms (Office, Teams, SharePoint, OneDrive, etc.)
* Providing support related to Remote Connectivity, VPN(s) remote environments, remote apps, etc.
* Providing support for Mobile Device Management Platforms (Intune)
* Ensure effective escalation management and resolution to all field support issues working with cross-functional teams.
* Deliver and achieve high quality support and service level
* Document and maintain accurate records of incidents and resolutions.
* Assist other IT teams, acting as the local "hands and eyes" in resolving IT technical issues.
* Manage and resolve incidents reported by users, ensuring minimal downtime and disruption.
* Provide support to end-users, both remotely and on-site, addressing technical problems and answering questions
* Manage and track IT assets, including computers, peripherals, and other equipment.
* Assist in the procurement process for new equipment and software
* Work closely with other IT team members and departments to resolve complex issues and implement new solutions
* Create/Update/ Manage knowledge articles
* Responsible for office movements/decommission/setup.
Technical and Professional Expertise
* Post-secondary education in Computer Science or Information Systems, or related qualifying work experience
* 5+ years of experience in Site Support role
* ITIL Foundation Certified
* Excellent communications (verbal and written) & presentation skills
* Strong understanding of IT infrastructure and technologies