IT Support Specialist

Job Summary

The IT Support Specialist is based in Vaughan, Ontario, and reports to the Director of IT. The IT Support Specialist will carry out processes to identify, track, escalate, and resolve end-user problems as outlined by the team lead.

Responsibilities will include support of users spread over 6 locations in Canada, with a primary focus on the users at the Vaughan location.

Provide first and second-level support to computer system users, answer questions or resolve computer problems for clients in person, via telephone, or from remote location.

The IT Support Specialist can expect to have exposure to enterprise networking, world-class technologies, and collaborating in a global community.

The ideal candidate must have the ability to multi task and work independently in a fast -paced technical environment.

This is a great opportunity for the right candidate!

Key Responsibilities

• Provide day-to-day support of all end-user hardware, software, and accounts / access
• Diagnose hardware / software faults and solve technical problems, either over the phone or face-to-face
• Work within transactional ticketing system, documenting incidents and resolutions; Keep users updated of status
• Will work collaboratively with stakeholders to schedule and manage daily workload and special projects.
• Will be responsible for coordinating and deploying the daily work of contracted services to ensure efficient remedy of Help Desk support requests.
• Will be responsible for assisting and informing the purchasing process, configuring, and installing new devices, and assisting with inventory management.
• Will deploy computers to new users and for replacements when needed
• Will, along with the rest of the team, monitor and manage the security of client systems
• Perform ad-hoc training for end users in the proper use of hardware and / or software
• Will provide an exemplary and professional interface between the IT department and all customers by sending and receiving email, phone, and in person communications to ensure that information flow is accurate, timely, and professional.
• Remains available to fulfill assigned on call responsibilities

Education and Experience

• College, bachelor's degree, or on the job experience equivalent. Industry Certifications are a plus.
• Minimum of 5+ years combined progressive experience working in a service desk environment, and / or providing hands on technical support.

Preferred experience working directly with end users in an office / manufacturing environment.

Experience supporting and maintaining the following : Microsoft Suite of Products (OS, M365, etc.), General Network troubleshooting, Computer Hardware and Peripherals, Common Application Packages (PDF, Citrix, DWG, etc.

VOIP, Anti-virus solutions, Printers (Laser, Dot Matrix, Thermal), VPN Solutions and File Shares

• Previous experience and high comfortable level of working within Microsoft Active Directory, Development of software deployment strategies, Video Conferencing solutions, CAD software and Telecom solutions
• Experience with Dell Hardware platforms.
• Experience working in an ITIL Service Desk environment.
• Experience with Remote Support work.
• Up to 5% Travel may be required in support of rollouts, corporate acquisitions, and other company projects

Key Competencies

• Ability to problem solve.
• Proven ability to work with multiple users across multiple facilities.
• Excellent customer service
• A can-do attitude.

Physical Demands and Working Conditions

Working in office environment.

Our Benefits

• Employer-paid Benefit plan.
• Competitive Retirement plan
• Ongoing training and development
• Supportive team environment
• A stable and growing industry!

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world.

Our innovations make all sorts of spaces physical and virtual safer, more secure, and easier to access.

As an employer, we value results not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback, training, and development opportunities.

Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.