Job Description

IT Service Desk Level 2 / Network Support Specialist * Oakville, ON * Permanent Fulltime * An attractive opportunity to work with the latest technologies to deliver world-class products at the global leader in identity and security. Who are you? You are an experienced IT Service Desk Level 2/Network Support professional with a proven track record of technical experience in providing a level 2 technical support and working experience in network infrastructure. You are proud of your excellent ability to provide a high level of customer service and solving challenging IT related issues. If this sounds exciting to you, and you have a strong desire to be part of the growing professional team, then this could be the role for you! Who is the employer? The Raise (https://ianmartin.com/) has partnered with our client, a global leader in identity and security. They are leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. Their proprietary identity technologies are backed by the latest advancements in biometrics, cryptography, systems, data analytics, and smart devices. What you\xe2\x80\x99ll be doing: As a Service Desk Level 2/Network Support Specialist, you will be reporting to the IT Security Manager and will perform a wide range of tasks ranging from technology deployment and rollout, resolve connectivity issues, user support and development of the existing technology infrastructure, etc. Practically speaking, your responsibilities will include: * Responding to Inquiries: Providing timely and accurate responses to inquiries from customers or clients, whether they come through emails, phone calls, or support tickets. This involves understanding their concerns or issues and offering appropriate solutions or guidance. * Timely Ticket Resolution: Prioritizing and resolving user tickets promptly to minimize downtime and disruptions to their workflow. This involves efficiently managing ticket queues, adhering to service level agreements (SLAs), and providing regular updates to users on the status of their tickets. Additionally, communicating any delays or escalations transparently and proactively to manage user expectations effectively. * Troubleshooting Issues: Identifying and diagnosing problems reported by users and working towards resolving them efficiently. This may involve conducting investigations, replicating reported issues, and collaborating with other teams if necessary to find solutions. * Providing Technical Assistance: Assisting users with technical aspects of products or services, including setup, configuration, and usage. This could involve offering step-by-step guidance, tutorials, or troubleshooting tips to help users navigate through challenges. * Documentation and Knowledge Sharing: Creating and maintaining documentation such as FAQs, guides, and knowledge base articles to help users find answers to common questions or issues independently. Additionally, actively sharing insights and best practices with teammates to improve overall support effectiveness. * Customer Satisfaction and Feedback: Ensuring customer satisfaction by actively listening to their feedback, addressing concerns empathetically, and striving to exceed expectations whenever possible. Gathering feedback from users to identify areas for improvement in products, services, or support processes, and advocating for necessary changes within the organization. The Details This is a full-time permanent position, offering a competitive salary, performance-based bonus, excellent benefits package (100% coverage), access to training and development programs. The office is based in Oakville, ON. What you\xe2\x80\x99ll bring: * College Diploma or bachelor\xe2\x80\x99s in computer science or related technical field * 3-5 years of experience in an IT Service Support role and working with network infrastructure * Well versed experience in workstation, server management and network administration * Active Directory administration, comfortable working on network, servers, and virtualization environment * Cloud knowledge: Azure fundamentals or AWS cloud practitioner essential courses * CCNA, ITIL COMPTIA A+ * Ability to communicate effectively with end users at all levels who may have no technical computer background * Applying a deep technical understanding of industry standards network infrastructure, and technical solution trends * Understanding of best practices regarding system security * Knowledgeable with various network protocols (DHCP, SNMP, DNS, STP, ARP, ICMP, FTP, VPN etc.) * Eager to learn new technologies and sharing knowledge, discoveries, ideas, challenges, and solutions with peers, managers, and executives Looking for meaningful work? We can help * Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we are a certified B Corporation and donate 10% of our profits to charity. * We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities. * We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/ * In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or another job posting by Raise (or have any other questions), please contact us at +1 800-567-9675

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