Global IT Field Services Support Specialist

Alvarez & Marsal; Toronto; On-site; CAD 92,000 - 113,000; Full time

Job summary

Alvarez & Marsal (A&M) is seeking an IT Field Services Support Specialist to join our global team. The role focuses on front-line desk support, diagnosis, resolution, and escalation of IT issues for US and international users.

You will work with Service Now, manage devices, and ensure timely resolutions while maintaining high customer service standards. The team supports Office 365, AD, VPN, JAMF, SCCM, and various endpoint technologies.

Qualifications

• College background in the technology field preferred.
• 3-5 years of support role experience in help desk environment or tech support services (preferable).
• Solid understanding of Office 365 (Outlook, Word, Excel, PowerPoint, etc.).
• Proven background with customer service and able to handle stressful/time-sensitive situations.
• Telephone customer service experience required.
• Fundamental understanding of PC hardware/software and connectivity components.
• Experience with Windows 11 Operating Systems, Mac OSX experience preferred.
• Knowledge of MS Exchange, Active Directory, SharePoint.
• Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP.
• Basic understanding of ITIL based structure.
• Exposure to HP/Lenovo ThinkPad/MacBook/iPhone/Android hardware preferred.
• Previous experience with an incident management/tracking system required.
• Some weekend and afterhours support required, as well as light travel potentially.

Responsibilities

• Facilitating walk-up desk service and utilizing incident knowledge base platform (Service Now).
• Analyze, diagnose, document, resolve and elevate reported issues and outages.
• Assist other depts within IT; engineering/operation with infrastructure applications/hardware.
• Configure, install, and troubleshoot laptops/mobile devices/printers.
• Respond to all user support inquiries globally including primary office location.
• Support and troubleshooting include supporting: Office 365 suites, etc., and related IT infrastructure.

Skills

Customer service

Problem solving

Communication

Phone support

Stress management

Teamwork

Education

College background in technology

Tools

Service Now

JAMF

Active Directory

Intune

SCCM

VPN

LAN/WAN

MS Exchange

SharePoint

Office 365

Job description

Alvarez & Marsal (A&M) is seeking an IT Field Services Support Specialist to join our global team. The role focuses on front-line desk support, diagnosis, resolution, and escalation of IT issues for US and international users.

You will work with Service Now, manage devices, and ensure timely resolutions while maintaining high customer service standards. The team supports Office 365, AD, VPN, JAMF, SCCM, and various endpoint technologies.