IT Support Specialist

About the Company

Canadian Fiber Optics (CFOC) and Northern Lights Fiber is committed to bridging the digital divide: we bring best-in-class broadband internet to rural and underserved markets. We are built on a foundation of Courage, Curiosity, Compassion and Humility. And the truth is… we love what we do! Bringing communities together is a powerful thing, and we are proud of the impact we make in the lives of our customers.

Job Summary:

We are seeking a highly motivated and customer-focused IT Support Specialist to join our Information Technology team. The successful candidate will provide technical support to staff by installing, configuring, and maintaining end-user computer systems, including desktops, laptops, mobile devices, peripheral equipment, and software. This role will ensure all technology solutions are deployed and supported in accordance with established standards, policies, and best practices.

What you will be doing:

• Procure, install, configure and troubleshoot of end-user computer hardware, software, systems, networks (LAN), printers, scanners, mobile devices (cell phones, tablets etc.) and desk phones, televisions, postage machines and other IT peripherals for the staff.
• Work closely with the IT Manager to improve staff understanding and usage Microsoft 365 applications (SharePoint, OneDrive, Teams etc.).
• Support staff members with their day-to-day requirements related to Microsoft 365 applications suite.
• Review and fulfill all hardware and software needs for new and transitioning employees.
• Set up and manage employee user accounts.
• Administer the purchasing and managing of software licenses.
• Log and process support tickets and maintain the resolution KPIs.
• Respond in a timely manner to service issues and requests.
• Train and guide staff on computer hardware and software use. This includes preparing required training documents and user manuals to achieve this goal.
• Plan and undertake scheduled end-user system maintenance, upgrades, and hardware/software replacements.
• Test new end-user hardware/software technology for compatibility and integration with other CFOC systems.
• Set up and manage user accounts and permissions within the Internal Corporate Network (ICN).
• Provide support in testing and deployment of new applications and systems.
• Coordinate with vendors and suppliers to resolve technical problems with IT equipment and software.
• Assist with the deployment, administration, and support of Fortinet security and networking products (firewalls, switches, wireless access points, etc.)
• Assist with network documentation, standards, and customer deployment projects.
• Participate in network upgrades, installations, and security improvement initiatives.
• Be alert to opportunities for innovation and improvement of policies, practices, and procedures. 
• Contribute positively in a timely manner to all phases of planning and implementation of various tasks undertaken.
• Remain alert for developing problems and report or respond appropriately.
• Maintain strict confidentiality for the information acquired during employment at CFOC.
• Cooperate with all members, customers, directors, volunteers, management, and staff in furthering CFOC goals and objectives.
• Externally, to contribute to a positive corporate image always. Internally, to maintain constructive working relationships within the organization.
• Other duties as assigned.
• Maintain an organized repository of documentation on day-to-day operations.
• Prepare and present the required documentation (manuals, how to’s etc.) for internal staff training.
• Achieve and maintain professional certifications and training as required.
• Report on weekly activity showing progress on tasks and tickets handled.
• Attend and contribute to team meetings.
• Track open tickets and status updates proactively.

Other Job Requirements:

• React to change productively and handle other duties as assigned.
• Work cooperatively with other departments to coordinate support and escalation.
• Maintain the departmental inventory of tools supplied by CFOC and use these tools in the appropriate manner to achieve the tasks required.

What we are looking for:

• Certificate or diploma in Computer Hardware, Information Technology or a related field.
  
• 3-5-years’ experience in IT support, systems administration, or business systems.
• Strong Microsoft 365 administration experience, including Exchange Online, SharePoint, Teams, Entra ID/Azure AD, and Windows administration.
• Experience with Power Automate, Zoho Flow, BambooHR, API integrations, business process automation, SharePoint document management, and Fortinet products.
• Experience supporting SaaS applications.
• Strong troubleshooting and customer service skills.
• Expertise in the configuration and troubleshooting of Microsoft Windows operating systems.
• Working knowledge of Unix-based operating systems (Linux, CentOS, Ubuntu, etc.).
• Advance knowledge of desktop and laptop computer hardware and components.
• Good diagnostic, problem solving and analytical skills.
• Good interpersonal skills.
• Excellent soft skills with strong work ethics
• Good oral and written communication skills
• Willing to be available for emergency services as required.
• Must be able to lift and carry up to 50 lbs.
  

Preferred Certifications:

• Microsoft 365 Certified
• Microsoft Certified: Security, Compliance, and Identity Fundamentals
  
• Fortinet Network Security Expert (NSE) certifications
• Microsoft Certified: Azure Fundamentals

Other Requirement:

• Must have a valid driver's license.
  

What We Offer:

At Canadian Fiber Optics Corp. our priority is our employees. The “work-hard-play-hard" isn’t just a saying for us - we are agile, passionate and energetic. We check our egos at the door, roll up our sleeves, move fast, get things done and support each other. Our leaders inspire the team, truly welcoming all members to be open, honest and provide feedback without fear of judgement. We want the curious, the champions and the collaborators.

We are consistently working to provide a safe work environment, competitive wages – including strong commission-based compensation, and many opportunities to learn and grow. If you commit to delivering results and make a difference, we look forward to hearing from you.