Job Description

PURPOSE
The IT Support Engineer will provide support to the Markham facility acting as the POC for all first level issues affecting local users. Remote support will also be provided to a hybrid work from home workforce and international locations on demand. Primary support platforms will include Windows client operating systems, Office365 and Linux. In this position the selected candidate will be required to monitor and update Helpdesk ticket queue\xe2\x80\x99s, prioritize workloads, work to documented SLA\xe2\x80\x99s for issue resolution, provide their manager with regular site status reports and escalate issues where appropriate. They will also provide remote hands to the Infrastructure teams based out of the UK/US in troubleshooting and resolving local network/server/storage issues. Recommendations on policy/process improvements should also be put forward to streamline/replace those currently used ensuring we operate using industry recognized best practices. Support of the on-site Engineering teams will also be required.
KEY WORKING RELATIONSHIPS INTERNAL

• Corporate IT Desktop Support team
• Corporate IT Infrastructure team
• Corporate IT Applications team
• Markham Engineering team

EXTERNAL

• Maintain and develop existing hardware/software vendor relationships

SUPERVISORY RESPONSIBILITIES

• This position will not have any direct reports

KEY RESPONSIBILITIES

• Interact with management and staff to provide technical assistance for continuous improvement of IT solutions.
• Establish and maintain a positive, productive relationship with operational partners and staff.
• Plan, organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, approvals, and installations.
• Develop and maintain policies, procedures, and processes.

HEALTH AND SAFETY Protecting self and colleagues from hazards and harm by:

• Wearing or using whatever safety clothing and equipment is provided
• Working in a safe way in accordance with the company rules
• Using good work habits
• Being constantly aware of any hazards and immediately bringing them to the attention of Human Resources
• Being constantly aware of own safety

QUALIFICATIONS AND EXPERIENCE

• Bachelor\'s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience in relevant technologies.
• 2-3 years of experience working in IT operations
• Experience with Microsoft Client operating systems, Office365 and Linux
• Good troubleshooting and decision-making skills
• Firm grasp on IT infrastructure and operations best practices

TECHNICAL COMPETENCIES

• Windows 7, 10 and 11 installation, troubleshooting and support
• Knowledge of Microsoft 365
• Knowledge of Active Directory and Azure AD following best practice for account administration
• Understanding of core Windows services to include DNS, DHCP, and Group Policy.
• Understanding of IP, subnetting, and general networking technologies.

OTHER COMPETENCIES

• Professional & Technical Competence
• Problem Solving/Analysis
• Deals with changing environments
• Innovation
• Customer Orientation
• Integrity
• Career and Self-Development
• Communication Skills
• Decision Making
• Results Orientation
• Building and Maintaining Relationships
• Active Listening/Solicits Input

WORKING CONDITIONS AND ENVIRONMENT
After hours support may be required from time to time, however advanced notice of any such requirements would be given where possible.