Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
Deliver an outstanding client experience by representing the company's Digital Systems department in a professional, courteous, and service-oriented manner
Provide technical support for the installation, configuration, and maintenance of computers, mobile devices, peripherals, and software within defined standards
Collaborate with vendor support teams to troubleshoot and resolve technical issues
Work multi-functionally with Tier 1 (Service Desk), Tier 3 (Network & Server Ops), and Tier 3 (Client Technology) teams to resolve client-reported problems
Support multi-platform environments, ensuring smooth operation of diverse systems, including file servers, email servers, collaboration tools, and enterprise applications
Conduct user training on hardware and software standard processes
Recommend and implement system upgrades to maintain performance and longevity
Coordinate hardware and software procurement by working with internal procurement teams
Assess user requirements to establish appropriate technology solutions
Respond to support requests via ticketing system, phone, email, and chat, ensuring timely updates and resolutions
Document incident and request history in the ticketing system
Maintain IT security policies and standard processes within the local network
Develop and update Knowledge Base articles to support internal documentation
Participate in special projects and IT service management improvements, including Service Desk operations, service requests, and problem management
Advance complex issues to appropriate IT teams while ensuring resolution
Coordinate third-party technical support when necessary and follow up on outstanding issues.
Collaborate with business partners to understand and address IT support needs
What you must have:
5+ years of recent experience as Tier 2 support within a corporate office environment
Demonstrated interpersonal skills with a customer service orientation focused on quality and results
Excellent verbal, written, and presentation skills
Experience supporting Mac OS and Apple products in an enterprise environment including iOS-based mobile devices in an ActiveSync environment
Familiarity with JAMF, NoMAD, Apple Enterprise Connector, and InTune on Mac is an asset
Strong knowledge of Windows, Office and Microsoft 365 suite
Experience supporting users on Exchange Online
Outstanding troubleshooting and problem-solving skills
Proficiency contributing to incident management and ticketing systems (ServiceNow preferred)
Good understanding of computer hardware, software, networking, and remote support tools
Solid understanding of client-server networking systems
Experience providing VIP/executive-level support is a significant asset
Experience with multi-function Xerox printers (AltaLink models preferred)
Familiarity with Azure Online, SCCM, Active Directory, and Desktop Authority is an asset
Experience with Microsoft Intune is a plus
Background in customer service or hospitality is helpful
Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.
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