IT Support Technician

As a vital member of our service support team you will ensure that all parties clients and technicians are supplied with ample information to ensure exceptional customer service.  You will liaise between the IT Department and its clients by performing a variety of IT technical support customer service and recordkeeping tasks.  Your dedication passion and commitment to teamwork will contribute to inspiring others while fostering our culture of accountability & customer service.  Specifically the Support Technician role is responsible for managing IT incidents reported by internal clients providing initial support (including investigation and diagnosis of the issue) recording the incident restoration service where possible and the assignment of incidents to Level 3 support teams as required. 

Position Type: Full time 6 Month Contract 

• Field incoming support requests from end users via telephone email & walkups in a courteous manner & log these in the Incident Management System.
• Resolution of at least 85 of all incidents on first contact.
• Understand Service Level Agreements (SLAs) associated with the user community and the impact of support issues to help determine the prioritization in relation to the other existing workload.
• Effectively resolve problems or contribute to the escalation direction of the ticket to the appropriate response group based on general knowledge of PCs operating systems (Windows Mac OS) and various user programs.
• MAC OS iOS and Android troubleshooting knowledge.
• Maintain effective lines of communication with higher support groups and administrators working with these groups to ensure unresolved problems are handled in an expedient manner and identify problem trends and root causes eliminated. 
• Demonstrate multitasking and followup skills
• Ability to recognize trends and patterns and escalate to Level 3 support. 
• Maintain and monitor Service Desk Mailbox and IT Incident Management systems; ensuring that all service requests are comprehensive and complete.
• Prepare and maintain operational documentation including: Incident Management Security Administration Asset and Request Management.  Contribute technical content and departmental procedures to the Service Desk Knowledge Base. Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Rotating oncall coverage.

Qualifications :

Note: Before reviewing the qualifications listed below we want you to know that we understand you may not meet all the qualifications described and have other relevant expertise and experience. We invite you to please share this with us in the Message to the Hiring Manager section of our online application. 

• Minimum 3 years of technical working experience with a very strong background in Windows 7 and 10and Office 365.
• Working knowledge of Microsoft Active Directory and GPO.
• Microsoft Certified Solutions Associates (MCSA) and/or Microsoft Certified Systems Engineer (MCSE) and have a postsecondary Information Technology diploma or Computer Science Degree would be a definite asset. 
• Basic knowledge of network devices (routers firewalls switches) and troubleshooting.
• Knowledge of Cisco Unified Communications Manager is an asset.
• Knowledge of Information Technology Infrastructure Library (ITIL) best practices an asset.
• Advanced expertise and solid working knowledge of PC hardware the ability to set up configure and rebuild workstations & printer setup/configuration. 
• Prior experience setting up and troubleshooting MAC OS & devices (including but not limited to MacBooks iPhones & iPads).
• Exceptional written and verbal communication skills; ability to present ideas in userfriendly language; proven ability to listen understand and communicate effectively; keen attention to detail; proven analytical and problemsolving abilities; active selfstarter with a proven ability to take initiative and be proactive.
• Exceptional organizational skills with the ability to effectively prioritize and execute tasks in a dynamic and fastpaced environment.
• Availability to work evenings weekends and holidays as required.
• Prior experience working with JAMF is considered an asset.

Additional Information :

Apply by: March 28 2025

We thank all applicants for their interest however only those selected for an interview will be contacted. 

At MLSE we are committed to building an equitable diverse and inclusive organization.

We are an equal opportunity employer and we do not discriminate on the basis of race ancestry place of origin colour ethnic origin citizenship creed sex sexual orientation gender identity gender expression age record of offences marital status family status or disability. MLSE will provide reasonable accommodation for qualified individuals with disabilities in the job application process. If you have diftficulty using our online application system and you need an accommodation due to a disability please note this email is only for accommodation requests. Resumes sent to this email address will not be considered. 

#LIDNP

Remote Work :

No

Employment Type :

Fulltime