Support manager Jobs in Toronto, ON

Publicis Re:Sources is the backbone of Publicis Groupe, the world’s most valuable agency group. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients. Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 5,000+ employees in over 66 countries. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management. We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at http://www.publicisresources.com/.

The Publicis Re:Sources Guiding Principles define who we are and what we stand for. They reflect the mindset and behaviors that shape how we work, how we support one another, and how we drive progress together.

•People First, Driving Success Together
•Problem Solving Mindset
•Respect Each Other
•Partner and Collaborate as One Team
•Commit to Quality and Standards
•Innovate and Embrace the Future

Onsite Tech Support - Senior Associate is responsible for providing local operational support for an office or group of offices. This role is also responsible for Asset Management & Procurement.

This position requires both excellent customer service and problem solving skills along with experience leading projects. The candidate must possess a process and project orientated mindset and be proficient working individually as well as part of a larger team. The ideal candidate has knowledge on a wide range of technology and be able to leverage it against a wide range of technical issues. Great communication skills are a must. The candidate must be a highly motivated and self-reliant individual with a desire to better themselves.

Asset Management & Procurement

• Manage and document IT purchases, repairs, asset write offs, asset disposals, etc.
• Obtain quotes for brand purchases and forward them to brand finance for PO Creation. Then carry out purchase, verify deliveries and approve invoices.
• Obtain quotes for ReSources IT purchases including DaaS and Opex, create PR requests, for ReSources IT finance to perform PO creation. Then carry out purchase, verify deliveries and approve invoices.
• Manage and track recurring Opex invoices
• Prepare monthly DaaS billing report for IT Finance
• Track changes and trends in new hires, terminations, and broken assets, etc.
• Manage quarterly DaaS capex budget for Canada
• Import new assets into Service Now
• Create asset refresh tickets
• Generate recurring reports, such as weekly asset returns, quarterly CSR reports
• Responsible for overseeing of assets in storage
• Conduct a health check on returned assets to determine if they require repair, disposal, or other action.

Assist with Tech Support

Issues Management and Resolution

• Troubleshoot system, application and hardware issues
• Ensure customer is updated on ticket progress
• Work directly with customers to solve problems
• Utilize internal IT Knowledge Base to both provide and find solutions to known issues
• Use external information to research and resolve issues when needed
• Consistently update the ticket tracking system with status and fixes
• Provide monitoring and resolution of AV issues for on-site equipment, such as boardroom AV equipment and meeting/event support
• Properly escalate issues to necessary parties as required

System Administration

• Perform routine system maintenance on laptops and desktops
• Track computer assets according to organizational standards
• Perform backups and restores
• Perform configuration of hardware including drives, network interfaces, memory, processors, and peripherals.
• Perform installation and configuration of software including operating system, patches, and 3rd party products.
• Maintain established computer standards and participate in testing new standards

Communication

• Strong interpersonal skills with heavy focus on customer service
• Demonstrate sound written, oral and organizational skills
• Document solutions, systems and procedures
• Collaborate with local and remote teams using provided tools
• Consistently share solutions with peers
• Works effectively as an individual and as part of a team
• Contribute to collaboration channels to share information with team members and large Onsite Tech Support team
• Comfortable training small and large groups of people on new IT solutions

Resource & Project Management

• Complete assigned tasks on time
• Ability to follow documented commonly used concepts, practices, and procedures
• Ability to manage multiple constituencies, issues, priorities, projects and goals
• Adhere to team policies and organizational reporting structures

Continuous Improvement

• Gather knowledge of technology changes through training, conferences, books, journals, case studies, and perform product evaluations.
• Share information gathered with other team members

Work Schedule

• Must maintain a flexible schedule and be available to work non-standard business hours upon request or as needed
• Must be available via cell phone for issue resolution and assistance after hours

Travel

• Local travel between sites may be required
• Occasional travel to sites outside the local area may be required

Education and Certifications

• Bachelor's Degree from an accredited university, preferably in Computer Science, Information Systems or equivalent program, or a proven track record of IT experience required
• Basic technical certification in field of expertise (e.g. ACMT, ACSP, ACTC MCP, CNA, CCNA, A+, Network+)

Experience

• Minimum 3 years IT and Asset Management experience
• Experience delivering IT solutions within a corporate and/or enterprise environment
• Experience working in a mixed Mac and Windows environment
• Experience implementing best practice processes and procedures
• Knowledge of ITIL best practices required

Additional Skills

• Experience in the Advertising and/or Marketing industry preferred
• Experience in centrally managed computer environments
• Experience supporting A/V environments not required, but is a plus
• Skills helpful but not required – BitLocker, FileVault, Software Distribution Systems (Altiris, JAMF), Adobe Creative Cloud, Service Now, Bomgar, Font Management Systems

Additional Information
All your information will be kept confidential according to EEO guidelines. This job description in no way states or implies that these are the only duties to be performed by the employee(s) currently in this position. Employee(s) will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an ""at-will"" relations. #LI-DS1