Tier 2 IT Support

Deluxe Entertainment Services; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A media services company is seeking a Tier II Onsite IT Support professional in Toronto. Responsibilities include providing end user support for applications, network infrastructure, and computing devices. Candidates must have over 3 years experience in IT support and strong communication skills. The role requires multitasking in a fast-paced environment and involves working with both internal resources and external vendors. Competitive salary and benefits offered.

Qualifications

• 3 years and above of experience in IT support.
• Background in Desktop Support, Onsite Support, Network Support.
• Certifications such as MCP, MCSE, CompTIA A+, N+ are a plus.

Responsibilities

• Address user tickets regarding hardware and software.
• Assist with software installations and system upgrades.
• Document knowledge articles on issues.

Skills

IT support experience

Verbal and written communication

Customer service interaction

Multi-tasking

Education

Graduate or Postgraduate in related field

ITIL Foundations certification

Tools

Microsoft Windows 11

Office 365

Microsoft Intune Endpoint Management

Job description

Position Title: Tier II Onsite IT Support

Location: Canada

About the Role

The Tier II Onsite IT Support is responsible for providing end user support for all applications software, network infrastructure and computing devices and peripherals. This includes working with internal and external resources, co-ordination of vendors and suppliers.

Responsibilities

• Addressing user tickets regarding hardware, software and networking
• May assist Onsite Analyst I on resolving issues
• Creating and documenting knowledge articles on newly occurred/identified issues
• May work with Team Leads and Onsite Analyst I on escalated issues
• May work with team leads on VIP computer hardware, software, application and other peripheral issues
• May walk customers through installing applications and computer peripherals
• Performs time tracking tasks as required
• Performs report tasks as required
• Supports team’s abilities and functions through positive customer relations
• Contributes to the improvement and enhancement of processes and procedures
• Test alternative pathways until you resolve an issue
• Conduct remote desktop troubleshoot to end-users along with documentation ticket maintenance
• Adhere to policies as per corporate manuals and directives
• Identify and troubleshoot issues such as physical layers, usernames and passwords
• Assist with installation of new software releases, system upgrades and patches
• Maintain user account information including rights, security and systems groups
• May assist in administration and maintenance of technology infrastructure components
• Ability to interact with vendors
• Perform system backups and recovery
• Assists with Site Security Officer on IT security issues and virus elimination
• Assists local Server/Network Team when server maintenance is required
• Work on special projects as needed

Qualifications

• 3 years and above of experience in IT support
• Background in IT support, Desktop Support, Onsite Support, Systems Support, Network Support etc.
• Graduate or Postgraduate in related field
• Certificates such as (MCP, MCSE, CompTIA A+, N+) is a plus
• Apple Certification is a plus
• Experience with Macintosh OS 15 Sequoia, Microsoft Windows 11
• Office 365 for PC and MAC and other Microsoft products
• Knowledge of Microsoft Server 2022 OS and basic Active Directory functionality a plus
• Experience with Microsoft Intune Endpoint Management
• Basic telecom wiring/hardware knowledge and how to tone/punch down lines
• Basic knowledge of LAN and WAN systems and topology
• Ability to interact with internal and external customers to resolve issues
• Strong verbal and written communication skills
• Ability to multi-task and meet deadlines
• Familiar with Network Topology including LAN and WAN connectivity and Enterprise data flow
• Excellent verbal and written communication skills
• Must be comfortable working in an extremely fast-paced environment and maintain sensitivity to personnel and corporate concerns
• ITIL Foundations certification

About the Company

Deluxe, a subsidiary of Platinum Equity, is a global leader in media and entertainment services for film, video and online content. Since 1915, Deluxe has been the trusted partner for the world’s most successful Hollywood studios, independent film companies, TV networks, exhibitors, advertisers and others, offering best-in-class solutions in post-production, distribution, asset and workflow management, and cloud-based technologies.

With headquarters in Los Angeles and offices around the globe, the company employs over 3,500 of the most talented individuals, developers, and industry veterans worldwide. For more information, please visit www.bydeluxe.com.

Diversity Statement

Deluxe is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy to provide equal employment opportunities to all applicants and employees. Applicants will receive consideration for employment without regard to, and will not be discriminated against, on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Deluxe will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state and federal law.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Deluxe. Please inform the company's HR representative if you need assistance completing any forms or to otherwise participate in the application process.