Job Description
It Support Specialist In this role You will report directly to the IT Director and be tasked to provide level 1 and level 2 technical support of desktop hardware/software, mobile devices, and peripherals for our North American staff.
Essential Job Functions - Install, configure, and maintain computers and peripherals
- Provide guidance and training to staff in resolving problems and queries.
- Document resolution for future reference
- Document technical procedures and user guides.
- Maintain Help Desk ticket via the ticketing system and escalates support issues that cannot be resolved by simple corrective measures
- Provide preventative and reactive maintenance to hardware and software when required
- Assisting with maintaining hardware inventory records
- Creating and maintaining technical documentation of systems configurations and processes
Requirements For The Role - AEC or any other degree in a computer related field
- 3 years prior experience
- Proficiency in both French and English is required, with an upper-intermediate level in French and an intermediate level in English, as approximately 50% of this role involves interacting with and supporting our North American locations such as Vancouver and Calgary.
- Technical Troubleshooting Skills
- Ability to diagnose and resolve hardware, software and network issues
- Familiarity with Windows, macOS, and common office software (ex, Microsoft 365, Zoom)
- Customer Service and Communication
- Clear, patient communication with non-technical users.
- Strong documentation habits and ability to translate tech issues into user-friendly language.
- Knowledge of Networking Fundamentals
- Understanding basic networking concepts (e.g., DNS, DHCP, IP addressing).
- Ability to troubleshoot Wi-Fi and LAN connectivity issues.
- Experience with Ticketing Systems and Remote Support Tools
- Proficiency in using systems like ServiceNow, Zendesk, or Jira for tracking incidents and requests.
- Familiarity with tools such as TeamViewer, AnyDesk, or RDP for remote troubleshooting
- Operating System and Device Management
- Comfortable with installing, configuring, and maintaining operating systems (primarily Windows or sometimes macOS)
- Experience managing mobile devices and peripheral equipment (printers, scanners, etc.)
Competencies Required For The Role - Detail oriented
- Client service focused
- Strong organization skills
- Ability to multitask
Job Tags
Work at office, Remote work,