Service Desk Technician - Mississauga

Hatch; Mississauga; On-site; CAD 50,000 - 80,000; Full time

Job summary

An established industry player seeks a dedicated Technical Support Specialist to join their dynamic team. This role involves providing exceptional technical support, troubleshooting various hardware and software issues, and ensuring user satisfaction through effective communication. You will also manage user accounts and contribute to IT projects while working in a collaborative environment that values diversity and inclusion. This is an exciting opportunity for professionals eager to make a positive impact in an innovative company committed to excellence. Join us to advance your career and be part of meaningful projects that shape the future.

Benefits

Flexible Work Options

Career Development Opportunities

Collaborative Environment

Exciting Projects

Qualifications

• 3+ years of experience in desktop/technical support in a Microsoft environment.
• Proficient in Windows Active Directory and Office 365 administration.

Responsibilities

• Provide technical support and troubleshoot hardware/software issues.
• Manage user accounts and oversee system performance.

Skills

Technical Support

Troubleshooting

Customer Service

Problem-Solving

Communication Skills

Education

College Diploma or Degree

Certifications (CompTIA A+, Network+, Security+)

Tools

Microsoft Office 365

Windows Active Directory

ITSM Tools (Zendesk, ServiceNow)

Engineering Software (Autodesk, ESRI)

Job description

Requisition ID: 95242

Job Category: Information Technology

Location: Mississauga, ON, Canada

Join a company committed to making a positive impact through sustainable and innovative solutions. With over 65 years of expertise in mining, energy, and infrastructure, our 10,000 colleagues across 150 countries work towards industry betterment. We value diversity and are looking for professionals dedicated to excellence.

As part of our Shared Services group, which includes Finance, Marketing, Communications, Human Resources, Commercial, Legal, and Facilities, we support business objectives through strong technical capabilities. Our success depends on skilled people, effective methodologies, and robust systems.

Responsibilities:

1. Provide Technical Support: Respond to and resolve user-reported issues via phone, email, or ticketing systems promptly and accurately.
2. Incident Management: Document, track, and prioritize incidents and service requests following established procedures.
3. Troubleshooting: Diagnose and resolve hardware, software, and network issues, escalating when necessary.
4. System Administration: Manage user accounts, permissions, and access controls.
5. Knowledge Management: Create and update troubleshooting documentation and technical guidelines.
6. Customer Service: Provide exceptional support with a customer-centric approach, ensuring satisfaction and clear communication.
7. Monitoring Systems: Oversee system health, performance, and security, reporting anomalies.
8. Support IT Projects: Assist with IT initiatives, migrations, and deployments.
9. Training and Guidance: Educate users on software applications and IT best practices.
10. Compliance and Reporting: Adhere to policies and security standards, contribute to performance reports.
11. Setup for Corporate Events: Provide technical support for events, including setup and troubleshooting.
12. Work Overtime and Travel: Be available for overtime and site visits as needed.

Qualifications:

• College diploma or degree with experience in desktop/technical support within a Microsoft Windows network environment.
• Support experience with Lenovo & HP hardware, peripherals, and printers.
• Knowledge of engineering software (e.g., Autodesk, ESRI, Bentley) is advantageous but not required.
• Familiarity with Microsoft Office 365, Windows 10/11, Teams, SharePoint, OneDrive, and remote support tools.
• Support for SAP, Adobe, Bluebeam, and in-house applications.
• Proficiency in Windows Active Directory, Entra, Azure AD, Exchange, and Office 365 administration.
• Experience with ITSM tools like Zendesk, ServiceNow, Remedy.
• Experience with virtual meetings and corporate event support.
• Strong problem-solving, analytical skills, and customer focus.
• Excellent communication skills in English.
• Certifications such as CompTIA A+, Network+, Security+, and Microsoft Fundamentals are assets.
• Minimum three years of relevant experience in a support role.
• Legal authorization to work in Canada, a valid driver’s license, and access to a vehicle.

Why join us? We offer a collaborative environment, exciting projects, flexible work options, and career development opportunities. We value diversity and are committed to an inclusive workplace. Even if you don't meet every requirement, we encourage you to apply.