Technology Support Technician - Tier I

Technology Support Technician - Tier I is a role in our Corporate IT Service Desk team.

This is an office-based role with the option of a hybrid work arrangement.

** Must be available to come into the London, Ontario office 4 days per week.

Your success in this role will be grounded in your values as a person who always acts with integrity and who treats everyone with respect. You continuously improve the systems and processes around you, and you take accountability for your work. You thrive in a team environment where you are open to learning from others, adjust to others’ styles, and drive hard to reach shared objectives. You have the ability to manage requirements elicitation activities with a variety of stakeholders and manage a workload that involves tasks from concurrently running initiatives.

You have a post-secondary diploma in IT with a concentration in networking or technology. You have a CompTIA A+ Certification as well as Windows and/or Azure Fundamentals and MS-900 MS365 Fundamentals. You have experience with Microsoft Server, Exchange Server and Azure Active Directory as well as DNS and DHCP servers, Firewalls and Proxy Servers (UTM). You have experience with Virtualization (Hyper-V, VMWare) and the Microsoft Office products including MS 365 E5 and Visio. You also have experience with enterprise-grade hardware and networking devices as well as experience with WAPs, switches and routers in wireless, copper and fiber environments. In addition, you have experience with mobile device management (MDM) and Public Key Infrastructure (PKI).

Reporting to the Support Technician Lead, you will install, maintain, test and repair systems. You will triage inbound service desk tickets and work to resolve routine technical problems with software and/or hardware or escalate to the appropriate subject matter expert.

Specifically, you will focus on:

Technical Support

• Install, configure and maintain hardware and software for enterprise laptops, PC’s, tablets and mobile devices.
• Take ownership of, and respond to, support tickets in accordance with SLA guidelines.
• Record, track, and document the service desk request problem solving process including actions taken through to the final resolution.
• Provide onsite and remote support to end users.
• Actively participate and take ownership of New User Orientation activities, such as configuring and deploying equipment and providing quality one-on-one assistance during the onboarding process.
• Deploy and support mobile devices and the respective mobile device management systems.
• Maintain asset tracking for hardware and software licensing agreements.
• Maintain hardware lifecycle replacement schedules.
• Provide end users with consistent quality customer service for computer hardware, software, telephones, and smartphone platforms.
• Provide directions for end users in all IT systems in accordance with best practices within company policies and procedures.
• Document standard operating procedures and usage instructions for common IT processes and application functions.
• Understand, support and maintain Azure Active Directory and Group Policy and have an understanding of Security Groups and permissions

Network Support

• Assists all Support Technicians & System and Network administrators to support and maintain the network infrastructure.
• Assists with the management and maintenance of the Active Directory infrastructure (including Azure Active Directory), UPSes, printers and M365 tenant administration to provide a seamless and secure user environment.
• Assists with the maintenance of security standards and procedures through compliance with TMG policies.
• Active engagement and ongoing support for department projects, ensuring project documentation and communication is accurate and up to date.

Administration 

• Assist with determining the ongoing support required for completed tasks and projects in conjunction with stakeholders.
• Ensure all documentation is complete and up to date by capturing knowledge solutions for internal use and customer self-service training.
• Support all other team members with upgrades, deployments and other activities.
• Perform other duties as assigned.