IT Support Specialist

ARAG Services Corporation; Toronto; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Annual bonus

Benefits package

Hybrid work in Toronto

Job summary

ARAG Legal Solutions Inc. in Toronto seeks an IT Support Specialist to provide frontline IT assistance, primarily for Toronto offices, with occasional remote support to ARAG UK/Ireland. You will maintain Windows/Microsoft 365 environments and supporting hardware/software across the business.

The role follows an in-person work model with five days in the office and opportunities to participate in IT projects and automation initiatives. Relevant experience and customer focus are essential.

Qualifications

• 1-3 years of 1st Line IT support or help desk experience.
• Strong written and verbal communication skills.
• Experience supporting Windows 11 desktops, printers and mobile devices.
• Familiarity with O365, Azure platforms and remote access technologies.
• Customer-focused with good time management and problem-solving abilities.

Responsibilities

• Provide technical support for hardware, software and networks onsite and remotely.
• Deliver exceptional service to all IT users within structured IT processes (COBIT/ITIL/ISO27001/ISO9001).
• Use IT ticketing systems to prioritize work and escalate to 2nd line when needed.
• Communicate with ARAG staff and stakeholders to resolve IT issues.
• Participate in IT projects such as relocations, refreshes and deployments.
• Create user profiles and perform routine IT tasks accurately and promptly.
• Apply automation to build or improve IT capabilities and BAU operations.
• Coordinate with IT suppliers as required.

Skills

Windows 11

O365 Support

Remote support

End-user support

Customer service

Azure knowledge

Tools

Intune

Autopilot

Active Directory

Group Policy

DNS

DHCP

VLAN

Job description

IT Support Specialist

Reporting to the EUC Services Manager (located in United Kingdom) and also reporting to the Vice President, Operations and Business Management) in Toronto, the IT Support Specialist will provide support, mainly to our offices in Toronto, but may also provide remote assistance to ARAG UK and ARAG Ireland. The IT support specialist will provide effective IT assistance across all aspects of the business and will provide back up and support to the second line. The position is responsible for supporting and maintaining Servers and Desktops running Microsoft operating systems, Microsoft Azure, and Microsoft Office 365 environments, plus general maintenance of all IT-related hardware/software.

This position follows an in-person work model and requires in-office attendance 5 days per week. This role is for a current vacancy.

What will you do?

Primary Responsibilities

• Provide appropriate technical support for hardware, software and networks across the business, both onsite and remotely
• Delivery of exceptional service to all users of IT, within a structured IT environment aligned to industry standard frameworks (COBIT, ITIL, ISO27001, ISO9001)
• Use IT support system to prioritize work and elevate issues to the 2nd line when required.
• Utilize good communication skills to communicate with all ARAG staff and internal stakeholders to help them resolve their IT related issues.
• Participate in one-time and occasional IT projects, such as office relocations, technology refreshes, and workspace deployments, ensuring a seamless experience for employees.
• Perform several standardised tasks, such as user profile creations, according to guidelines, accurately and in a timely manner.
• Use automation wherever possible to build new, or improve existing, technical capabilities, thus driving down the rate of BAU IT operations.
• Communicate with IT suppliers.

Security and Documentation

• As ARAG is an owner of both ISO27001 and ISO22301 certifications, all solutions provided to the business must adhere to our policies and procedures.
• Follow all policies described in ISO document library.
• Notify the company and line manager if IT security gaps are identified.
• Document all actions performed as part of the work completed to resolve a support ticket.

Learning and Development

• Train on Azure platform, and other trainings and workshops, relevant to your discipline

About You

• 1-3 years of previous experience in 1st Line IT support, service desk, help desk, or desktop support roles
• Excellent written and verbal communication skills
• Proven experience in supporting and maintaining end-user computing solutions including physical desktops, mobile devices (laptops, tablets, smart phones), printers, and end-device security and remote access technologies
• Experience with supporting a Windows 11 desktop estate
• Dedicated to providing a great customer experience
• Effective time management skills
• Microsoft Office 365 support
• Group Benefits, Life, P&C Insurance, or Financial Services is a strong asset.
• Will to learn and evolve through different training and workshops.
• Nice to haves:
  • Formal Windows desktop qualifications (MCSE/MCP)
  • Creation and deployment of containerised application
  • Working knowledge of mobile device management technologies (Intune)
  • Knowledge of Intune / Autopilot
  • Microsoft Active Directory
  • Group Policy, DHCP and DNS
  • Good understanding of Network Technology VLAN and IP routing protocols.
  • An understanding of Wireless network technologies

We Offer:

• Competitive Base Salary including annual bonus plan
• Generous Employer Paid Benefits Plan, including RSP matching & Fitness Credit
• Location is a combination of remote work from home and from our head office in the heart of Toronto’s Financial District

ARAG Legal Solutions Inc., part of the ARAG Group, is a global leader in legal expense insurance operating in19 countries offering an innovative and comprehensive range of legal expense products and services for brokers, underwriting agents and insurers across Canada. For more information about ARAG Canada please visit: www.arag.ca/en/

We are an Equal Opportunity Employer

ARAG Legal Solutions Inc., are proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless ofcitizenship, race, place of origin, ethnic origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, receipt of public assistance (in housing) and record of offences (in employment).

ARAG Legal Solutions Inc., is committed to providing employment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Any assessments and selection materials or processes used during the recruitment process will be available in an accessible format to applicants with disabilities, upon request. If contacted for an interview, please advise the Human ResourcesManager if you require disability-related accommodation.