IT Service Delivery Technician II

Compunnel, Inc.; Mississauga; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company is seeking an IT Support Specialist for its Mississauga office. The role includes providing technical assistance to internal users, deploying hardware and software solutions, and enhancing IT service delivery through collaboration across teams. Candidates should possess a Bachelor's degree in Computer Science or a related field, coupled with hands-on experience in troubleshooting and user support.

Qualifications

• 2-3 years of experience in IT support or relevant equivalent experience.
• Hands-on experience with troubleshooting software and hardware.
• Knowledge of data privacy practices and laws.

Responsibilities

• Monitor Help Desk ticketing system and provide timely assistance.
• Deploy computers, printers, and other devices while ensuring connectivity.
• Manage user accounts and permissions using Active Directory.

Skills

Troubleshooting

Team Collaboration

Communication

Continuous Improvement

Change Management

Education

Bachelor’s Degree in MIS, Computer Science

Job description

This role provides technical support to the organization's internal users of computer applications, hardware, and network systems (e.g., PCs, servers, cloud services); deploys endpoint hardware and software products and services; answers questions regarding system procedures, online transactions, and systems status; collaborates with other teams within IT to restore service and identify problems; and maintains a troubleshooting tracking log ensuring timely resolution of problems.

A key focus is on relationship building and developing a holistic understanding of site operations to enhance IT service delivery.

Essential Functions:

Monitor and Assist: Monitor the Help Desk ticketing system (e.g., ServiceNow) and provide timely assistance to customers with incidents, events, problems, requests, and projects.

Documentation: Prepare timely documentation of issue resolution in accordance with knowledge management practices.

Deploy and Manage Hardware: Deploy computers, printers, multifunction devices, scanners, VoIP phones, and mobile devices using tools like Microsoft Endpoint Manager (Intune) and Apple Business Manager.

Connectivity: Ensure connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.

User Account Management: Manage end-user accounts, permissions, and access rights using systems like Active Directory and Azure AD, following best practices regarding privacy, security, and regulatory compliance.

Troubleshooting: Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems with computers, input/output fleet, voice, and video equipment. Escalate incidents as necessary.

Performance Analysis: Analyze the performance of supported devices, identify, and report common issues to the appropriate support groups.

Collaborative Upgrades: Work with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and/or purchases.

End-User Support: Provide IT services for end users, including visitors within the assigned region.

Security: Assist with resolving security-related issues, ensuring the integrity and security of enterprise data on host computers and during data transfer in accordance with business needs and industry best practices.

Knowledge Sharing: Exchange information and knowledge related to IT services with other members of the support team.

Project Coordination: Coordinate the implementation of desktop and server systems with other infrastructure and applications teams utilizing industry best practices to meet corporate objectives.

Asset Management: Practice network asset management as per documented processes.

Support Development Teams: Support application development teams throughout project lifecycles.

Additional Duties: Perform other duties and special projects as assigned by the team lead.

Minimum Qualifications:

Education & Experience: Bachelor’s Degree in MIS, Computer Science, or relevant concentration preferred, with 2-3 years of experience; or 3 to 4 years of relevant and equivalent business or IT experience.

Certifications: ITIL knowledge preferred, certification a plus.

A+, Network+, Microsoft, Cisco, or other relevant technical certifications are also advantageous.

Technical Knowledge: Working technical knowledge of current systems software, protocols, and standards, including Directory Services, Windows 10/11, Microsoft 365, Cisco VoIP and Networking, mobile communications, and ServiceNow ticketing system.

Troubleshooting Skills: Hands-on software and hardware troubleshooting experience.

Data Privacy: Knowledge of applicable data privacy practices and laws.

Team Collaboration: Experience working within a team-oriented, collaborative environment.

Decision Making: Makes evidence-based decisions using all available relevant data, understanding when to seek guidance.

Business Focus: Continuously learns how the business operates and applies this understanding to improve service delivery.

Continuous Improvement: Asks questions and takes actions to improve tasks or processes within his/her own scope of work.

Collaboration: Collaborates effectively across functional, business, geographic, and cultural boundaries.

Communication: Ensures written and oral communications are simple, clear, and audience appropriate.

Accountability: Takes responsibility for actions, results, and learning, demonstrating drive and self-motivation.

Change Management: Supports and implements change within his/her area of work, engaging peers and stakeholders.

Planning & Prioritizing: Leverages processes and systems to prioritize work that yields the most business value, remaining agile to adapt to changing circumstances.

Physical Demands:

Mobility: Regularly required to sit or stand, reach, bend, and move about the facility.

Lifting: Must occasionally lift computer equipment

Vision: Vision abilities required by this job include close vision.