Tier 2 IT Support

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

Job summary

A global leader in media and entertainment services is seeking a Tier II Onsite IT Support professional in Toronto to provide support for applications, network infrastructure, and computing devices. Applicants should have over 3 years of IT support experience and proficiency in Microsoft and Macintosh systems. The role demands strong communication skills and the ability to multitask in a fast-paced environment.

Qualifications

• 3+ years of experience in IT support.
• Experience with Macintosh OS 15 Sequoia, Microsoft Windows 11.
• Experience with Office 365 for PC and MAC and other Microsoft products.

Responsibilities

• Providing end user support for all applications software, network infrastructure, and computing devices.
• Addressing user tickets regarding hardware, software, and networking.
• Assisting with installation of new software releases, system upgrades, and patches.

Skills

IT support

Desktop Support

Onsite Support

Systems Support

Network Support

Strong verbal and written communication skills

Basic knowledge of LAN and WAN systems

Ability to multi-task

Education

Graduate or Postgraduate in related field

ITIL Foundations certification

Tools

MCP

MCSE

CompTIA A+

N+

Apple Certification

Microsoft Intune Endpoint Management

Job description

Job

Tier 2 IT Support

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.

Key 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