Level 1-2 Infrastructure Support Specialist

Company: Direct IT Recruiting Inc.

Location: Mississauga

Status: Permanent

Job Reference No: 766

Job Category: Infrastructure, Level 1-2 Support

Career Level: Intermediate to Senior

Number of Staff to Supervise: N/A

Work Experience: 3-5+ years L2 help desk experience, MCSE, Cisco CCNA, Exchange 2010 or higher, Citrix, CompTIA A+, VoIP, Cisco routers switches, iPhones, AD Active Directory, MS Windows, LAN WAN Networking, MS Office. VMWare vSphere

Industry: Engineering

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Level 1-2 Infrastructure Support Specialist

 

Job Title: Level 1-2 Infrastructure Support Specialist

Company: Direct IT Recruiting Inc.

Location: Mississauga, Ontario

Status: Permanent

Job Category: Infrastructure

Career Level: Intermediate

Work Experience: 3-5+ years L2 help desk experience, MCSE, Cisco CCNA, Exchange 2010 or higher, Citrix, CompTIA A+, VoIP, Cisco routers switches, iPhones, AD Active Directory, MS Windows, LAN WAN Networking, MS Office. VMWare vSphere

Industry: Engineering

                               

DESCRIPTION:

The Information Technology Department is responsible for the effective operation of information technology (IT) services and support across the organization.  Responsibilities will focus on providing front-line support for end users contacting the IT Service desk. This position will also provide support for all areas of IT including (but not limited to) applications, desktop/laptops/printers, servers, access credentials, telecom, networking, and data & electronic security (and any other IT devices). In addition to the support related work, this position will also be required to perform routine operational-type tasks. Other duties may be assigned as necessary.

 

- Customer Focus           

- Communication                       

- Team Work                             

- Time Management       

- Adaptability / Flexibility  

- Creative and Innovative Thinking

- Decision Making and Judgement

- Planning and Organizing

- Problem Solving

- Result Focused                       

- Accountability and Dependability

- Ethics and Integrity       

- Enforcing Laws, Rules and Regulations    

- Development and Continual Learning

 

RESPONSIBILITIES:

 

- Respond to initial client issues and inquiries submitted to the Service Desk queue.

- Resolve hardware, software and communication (wired and wireless) issues.

- Perform routine maintenance procedures when necessary.

- Provide internal IT support (security, software updates, hardware maintenance etc.).

- Manage new employee desktop / laptop, mobile device, VOIP phone configurations.

- Administer new technical orientation sessions during the employee onboarding process.

- Track and manage IT assets deployed across the organization.

- Documentation of issues and resolutions for future reference and knowledge transfer.

- Plan end-user training as required.

- Provide proactive support as required.

- Interaction with various 3rd party vendors when technical support is required.

- Contribute to the IT team in providing systems and processes that will help streamline business procedures.

- Assist with research, design, and implementation of the appropriate technologies to support and improve corporate communications, access to information, and end-user productivity.

- Create status reports as required and present findings.

- Act as advocate for IT department and its initiatives.

- Stay informed on new or emerging trends and technologies that provide clear benefits to the organization, business partners, and/or customers.

- Perform other related duties as assigned.

 

REQUIREMENTS:

 

- Post-Secondary Degree or Diploma in computer science, or an acceptable combination of education and relevant experience required.

- Minimum 2+ Years direct work experience in an IT capacity required. (Preferred 5+ years)

- CompTIA A+ Certification

- Microsoft Certification (MCSE/MCITP/MCSA/MCP/MTA or similar.)

- Cisco Certification (CCNA or equivalent experience) – an asset

- Network fundamentals DHCP, DNS, VPN, FTP, WOL

- Experience supporting:

- Microsoft Operating Systems: Windows XP/7/8/10, Server 2008, 2012

- Desktop/Laptop: System builds and troubleshooting

- Support iPhones

- Mobile handheld devices: (Android, iOS, Windows mobile, etc.)

- Enterprise Anti-virus products - ESET

- Citrix: End user support

- CIFS/SMB/File Shares, Network Printers, Antispam, Microsoft Office applications

- AD Active Directory, Exchange 2007 or higher and SQL 2008 or higher administration

 

Nice to have skills:

- VMWare vSphere

- NAS/SAN fundamentals, such as RAID/ISCSI (NetApp)

- Batch and/or PowerShell scripting

- SQL administration

- Update and maintain IT departmental procedure documentation.

- Experience administering a VoIP managed service solution (Primus Portal) would be beneficial. (Account creation / hardware assignment, etc.)

- High degree of resourcefulness, flexibility, and adaptability.

- Strong prioritization skills.

- Able to effectively communicate both verbally and in writing with individuals at all levels of the organization.

- Strong customer service and troubleshooting skills.

 

Working Conditions:

 

- Occasional travel may be required.

- Support approximately 150+ end users across Canada

- Ability to attend and conduct training presentations.

- Manual dexterity required to use desktop computer and peripherals.

- Off hours support as required by the organization.

- Lifting or moving up to 25 lbs may be required.

- 2 weeks annual vacation

- Monday to Thursday 8AM to 5PM, Friday 8AM to 2:30PM