IT Support Specialist
Imperva a Thales or virtually, through remote control software and / or over the phone to users located throughout the globe.
Key Areas of Responsibilities :
- Provide tier 1 support to Imperva's worldwide employees on all IT matters (system, network, accounts,
- Help build and maintain laptops for the Imperva global workforce
- Take ownership of requests, incidents and problems originating from direct calls, Helpdesk tickets and self-service tickets
- Collaborate and execute the delivery of Imperva onboarding and offboarding; includes account administration, desktop / laptop automation and installation, network access and other IT tasks
- Coordinate services and support with the other members of the global Helpdesk team
- Manage and coordinate urgent and complicated support issues
- Determine root cause of issues and communicate appropriately to internal customers
- Provide backup support as needed to support business demands including on-call rotation availability
- Create and maintain IT Self-Help (end user) and Helpdesk (internal) specific process documentation
Minimum Qualifications :
- 3-5 years of experience in a technical role providing remote support in a technical Helpdesk environment, with a track record of achieving productivity goals
- Experience with training and mentoring junior team members
- Excellent verbal and written communications skills
- Extensive knowledge of PC / Mac / Linux computer hardware, software, peripherals, and operating systems
- Possess the ability to react quickly to issues and develop both short and long-term solutions
- Excellent time management skills and ability to multi-task, prioritize, and has a high attention to details
- Extensive knowledge of supporting : Windows 10, MacOS, Microsoft365, Zoom, Slack, G-Suite, Active Directory, Azure AD, SCCM, InTune, Jamf
- ITIL Foundation, A+ and Network+ Certification (preferred)
The anticipated annual base salary range for this position is CAD$58,000 -$70,000. The salary offered will be determined based on the candidate’s experience, knowledge, skills, other qualifications, and location. Rewards :
Imperva offers a competitive compensation package that includes base salary, medical, flexible time off and more.
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