10 Oct
Hour Consulting
North York
Our client, a leading global insurance company, is looking for an IT Support Specialist to join their dynamic Service Desk team. In this vital role, you will provide essential technical support to internal team members, ensuring seamless day-to-day operations across the organization. This position offers a fantastic growth opportunity for someone passionate about technology, eager to expand their skill set, and driven to solve challenges in a fast-paced environment. You'll have the chance to work alongside a highly experienced technical team while honing your troubleshooting abilities and delivering outstanding customer service. Role Overview:
As an IT Support Specialist, you will provide first-level (L1) technical support,
including setting up PCs, software, VPNs, and security configurations for new employees. You will troubleshoot and resolve Windows OS and application issues and escalate more complex problems to senior team members when necessary.
Key Responsibilities:
- Hardware Setup: Install and configure PCs and peripherals (monitors, keyboards, etc.) for new employees.
- Support Third-Party Applications: Troubleshooting and administering third-party applications used internally.
- Software & System Configuration: Install and configure essential software, applications, VPNs, and network security for day-to-day use.
- Remote Technical Support and Assistance: Diagnose and resolve hardware, software, and connectivity issues via phone, email, or a helpdesk system.
- User Account Management: Set up and manage user accounts, email, shared drive access, and system permissions.
- Security Implementation: Install antivirus, manage firewalls, and ensure security protocols are in place.
- Documentation:
Maintain accurate records of technical issues, resolutions, and configurations.
- Support in building an internal wiki with technical documentation and IT policies
- Onboarding Support: Assist with onboarding by ensuring new employees can access company systems and the tools they need to be productive.
- Escalation: When needed, escalate complex technical issues to higher-level support. Prioritize and resolve client issues based on their urgency and impact on the business.
- System Monitoring & Proactive Support: Use offensive and defensive monitoring tools to monitor systems and software continuously.
.What You Bring:
- Education: A diploma in IT or equivalent experience with relevant certifications
- Experience:
Minimum of 2 years providing technical support with a focus on PCs, Windows OS, and VPN configurations with L1 Support experience
- Technical Skills: Proficiency with Microsoft Office, Active Directory, and Exchange.
- Communication Skills: Strong ability to explain technical solutions to non-technical users.
- Problem-Solving: Analytical thinking to identify solutions in a fast-paced environment.
- Documentation: Experience documenting solutions and processes.
Bonus Skills:
- Experience with Office 365, SharePoint, and Microsoft Teams.
- Previous experience using a helpdesk ticketing system such as ServiceNow, Zendesk
- Familiarity with Linux and other operating systems.
- Knowledge of firewalls, antivirus and anti-spam tools.
- Previous experience in high-security environments, including financial institutions, banks, or insurance companies.
If you are passionate about IT support and thrive in a customer-facing role, we would love to hear from you. Apply and bring your skills to a company that values growth and innovation.
We are an equal-opportunity employer and welcome applications from all qualified candidates. We value diversity and inclusion, and accommodations are available upon request for all candidates participating in the selection process.
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Long Term contract
Location: North York Ontario
Onsite
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