Technical Support Supervisor

Trooh; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading media company in Toronto is seeking an experienced IT Manager to oversee computer systems and network operations. This role involves hands-on management and support in desktop and server infrastructure, cybersecurity, and vendor management. The successful candidate will have a bachelor's degree in IT, relevant certifications, and significant technical support experience to enhance business continuity and security.

Benefits

Competitive compensation packages

Full benefits

Professional growth opportunities

Qualifications

• 3-5 years of troubleshooting / technical support experience.
• 2+ years of managerial experience.
• Experience in documenting processes and monitoring performance metrics.

Responsibilities

• Lead maintenance of IT systems and networks.
• Manage relationships with IT vendors.
• Develop and implement IT security policies.

Skills

Advanced troubleshooting skills

Interpersonal skills

Technical support experience

Cloud technologies

Scripting languages

Education

Bachelor's degree in Information Technology or related field

IT technical certifications (A+, Server+, MCTS, CCNA)

Tools

TeamViewer

Zabbix

AWS

Job description

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Trooh is a leading American media company, reaching millions of consumers on their daily journey out-of-home. We have transformed the landscape with the integration of data, insights, and digital into large-scale, sought-after locations. As leaders in audience targeting, we have built scale and impact through our Campus and Women’s environments. Trooh’s extensive addressable media, spread across thousands of high dwell time locations, ensure high-impact solutions to engage the right consumer at the right time.

www.trooh.com

This is an exciting opportunity for an IT Manager to join in a leadership role supporting their team in maintenance, configuration, and reliable operation of computer systems and servers. In this role, you will be responsible for providing leadership and hands-on expertise in desktop support, server infrastructure, cybersecurity, Microsoft administration, and other IT-related functions to limit disruptions to the business.

This position will also lead our Network Operations Centre (NOC) with monitoring, maintaining, and optimizing the network infrastructure of our digital signage screens across the United States. You will use our CMS and remote access applications (TeamViewer) to resolve issues and proactively monitor and ensure successful deployment of digital content on our screens. You will play a critical role in ensuring the reliability, performance, and security of our network operations.

Accountabilities and Responsibilities

Internal IT

• Desktop support: answer, evaluate, and prioritize requests for assistance from internal users experiencing problems with hardware, software, networking, and other computer-related technologies. Ensure service level agreement targets are met and interactions are positive.
• Microsoft Administration: manage and administer Microsoft environments, including Active Directory, Exchange, and other Microsoft services ensuring proper licensing, updates, and compliance with Microsoft best practices.
• Server Infrastructure: oversee the maintenance of the server infrastructure, ensuring the availability, security, and optimal performance.
• Cybersecurity: develop, implement, and maintain cybersecurity policies and practices to safeguard company data and systems; conduct regular security audits and vulnerability assessments.
• Vendor Management: manage relationships with IT vendors and service providers. Evaluate and select vendors, negotiate contracts, and ensure service delivery meets expectations.
• IT Policies: develop and implement all IT policies and procedures, including those for security, disaster recovery, purchasing, etc.
• Documentation: maintain comprehensive documentation for IT systems, configurations, and procedures.
• Backup and Disaster Recovery: develop and maintain robust backup and disaster recovery plans to ensure business continuity in the event of system failures or unforeseen incidents.
• IT Compliance: ensure compliance with relevant IT regulations, industry standards, and data protection requirements.
• Budget Management: optimize IT expenditures while ensuring the delivery of high-quality services.

Network Operations Center

• Proactively manage and monitor all of Trooh’s digital signage assets across the USA using a combination of tools to ensure high connectivity and security.
• Manage and assist the team to provide technical support to field technicians by connecting remotely to devices and guiding troubleshooting steps.
• Perform fixes at the desktop level, including installing and upgrading software, hardware, and configuring systems and applications.
• Maintain detailed records of all technician visits, including problem-solving processes and actions taken, through to resolution.
• Ensure proactive identification and resolution of issues to increase connectivity and minimize service disruptions.
• Implement and maintain network monitoring and visualization tools to monitor performance and security.
• Communicate regularly with the NOC and work closely with the Operations team to ensure timely completion of work orders and follow-ups.
• Other duties as assigned.

What you offer :

• Bachelor's degree (B.A.) in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• IT technical certifications such as A+, Server+, MCTS, CCNA are assets.
• 3-5 years of troubleshooting / technical support experience; 2+ years of managerial experience.
• Demonstrated hands-on experience with :
• Advanced troubleshooting skills in desktops, laptops, mobile devices, routing, switching, wireless networking.
• IT network infrastructure operations and controls, ensuring the integrity of networks, servers, firewalls, and physical security of IT assets.
• Management and monitoring tools, like TeamViewer, Zabbix, SimpleMDM.
• Cloud technologies like AWS, Azure, or Google Cloud, and understanding how to leverage cloud services.
• Scripting languages such as Python, SQL, or PowerShell for automation and data analysis.
• Data analysis tools like Excel or Python for reporting.
• Experience in documenting processes and monitoring performance metrics.
• Strong coaching, development, coordination, and communication skills.
• Strong interpersonal skills; prior experience assisting technicians remotely is an asset.
• Ability to manage multiple calls and tasks simultaneously.
• Availability for after-hours emergency support calls as needed.

What a career at Trooh can offer you?

• Competitive compensation packages and great income potential for high performers.
• Full benefits.
• Cross-border collaboration and professional growth opportunities.
• Vibrant teamwork environment.
• Offsite social activities for everyone.
• Employee referral bonuses.

We appreciate the interest of all candidates; however, only those selected for an interview will be contacted.

Trooh is an equal opportunity employer. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to meet your needs.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Advertising Services

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