IT Infrastructure Support Specialist

ZipRecruiter; Nova Scotia; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading propane distribution company in Canada seeks an IT Infrastructure Support Specialist to enhance operations and provide exceptional end-user experience. This role involves managing IT requests, troubleshooting issues, and collaborating with third-party services, offering an exciting opportunity for those passionate about optimizing IT systems.

Qualifications

• Minimum of 4 years of experience in IT support or engineering roles.
• Strong proficiency with Microsoft Windows and Microsoft M365.
• Familiarity with Azure cloud services is an asset.

Responsibilities

• Managing hardware and software-related requests from end users.
• Troubleshooting technical issues and providing solutions.
• Maintaining an up-to-date inventory of end-user devices.

Skills

Technical troubleshooting

Customer-centric mindset

Analytical thinking

Communication

Education

Bachelor’s degree in Computer Science

ITIL Foundation certification

Tools

Microsoft Intune

ServiceNow

Remedy

Job description

Job Description

The Opportunity:

Our client is one of the largest and fastest-growing propane distribution companies in Canada. They are a fast-moving, customer-facing, field-based business operating coast to coast, with over 400 team members. They strive to be the undisputed propane leader in North America.

We are currently supporting them with their search for an IT Infrastructure Support Specialist to ensure seamless operations and deliver top-tier end-user experience. You'll manage the complete lifecycle of the client’s infrastructure and provide technical support, working closely with third-party managed services. This role reports directly to the IT Infrastructure Lead and offers an exciting opportunity for someone passionate about optimizing IT systems.

What You'll Be Doing:

• Managing hardware and software-related requests from end users, ensuring timely and efficient responses.
• Utilizing the ITIL framework to drive Service, Incident, Change, Problem, Access, and Asset Management processes, ensuring exceptional service delivery.
• Overseeing infrastructure lifecycle planning, including system upgrades, patching, and transitioning end-of-life assets.
• Troubleshooting technical issues, performing root cause analysis, and providing solutions for infrastructure-related problems.
• Offering technical support for complex issues that fall beyond the scope of third-party managed services.
• Handling escalations from third-party services regarding end-user support, branch infrastructure, and network or security concerns. You’ll provide advanced troubleshooting to resolve these issues swiftly.
• Maintaining a strong focus on improving the end-user experience by delivering prompt and effective technical assistance.
• Operating within ITIL processes to manage requests, incidents, changes, and problems.
• Keeping an up-to-date inventory of end-user devices like laptops and coordinating hardware orders based on needs and inventory.
• Automating processes and improving self-service capabilities by utilizing available tools and scripting.
• Collaborating with managed services providers to facilitate hardware requests and ensure the smooth fulfillment of user needs.
• Coordinating system updates, migrations, and maintenance to ensure minimal operational disruption.

What You'll Need to Be Successful:

• A Bachelor’s degree in Computer Science, Information Technology, or a related field.
• A minimum of 4 years of experience in IT support or engineering roles.
• Strong technical troubleshooting skills to resolve complex IT infrastructure issues.
• Advanced proficiency with Microsoft Windows desktop operating systems and Microsoft M365.
• Experience managing devices with Microsoft Intune.
• Familiarity with corporate networking and enterprise infrastructure, with a focus on continual service improvements.
• A customer-centric mindset, committed to providing an exceptional end-user experience.
• Experience with ITIL best practices (ITIL Foundation certification ).
• Familiarity with Azure cloud services is an asset.
• Knowledge of service management platforms like ServiceNow or Remedy for incident tracking, change management, and reporting.
• Strong problem-solving skills and analytical thinking.
• Excellent communication abilities, enabling effective collaboration with both technical and non-technical stakeholders.
• Detail-oriented with the ability to organize and prioritize tasks effectively in a fast-paced environment.