Technical Support Specialist

Job Outline

Reporting to the Technical Support Manager, the successful candidate will work as a Technical Support Specialist within the MTY IT Department. This entails the effective administration, maintenance, and support of MTY end-user hardware, software, and associated peripherals, in a timely and professional manner and in accordance with established service levels. The selected candidate may also be assigned to support other IT teams according to need.

Key Responsibilities

• Support the day-to-day technology needs of MTY Group employees as a member of the Help Desk team, including maintenance and support of end-user hardware, software, mobile devices, and associated peripherals.
• Use the ticketing system to ensure that requests, changes, and incidents are handled according to agreed-upon procedures.
• Ensure printers are properly maintained and that supplies are in stock.
• Support facilities and security devices such as badge readers, cameras.
• Ensure hardware and software remains current and up to date with security patches.
• Under the direction of senior members of the team, contribute to the management of critical office systems, servers, and services such as Microsoft 365, Active Directory, DNS, DHCP, VPN, Anti Virus, etc.
• Interact with MTY Group Help Desk teams in other locations to support the continued integration of key systems.
• Follow existing policies and procedures, and help define, document, and implement new ones.
• Ensure inventory kept up to date for assets falling under the Help Desk team's areas of responsibility.
• Work with vendor support teams to resolve issues related to the devices and software managed by the Help Desk team.
• Create and maintain support documentation, how-to guides and any other documentation that will help foster self-service support to the extent possible.
• Managing assigned projects and reporting on project completion
• Proactively manage personal development, to increase performance levels and provide opportunities for career development.
• Other duties as assigned.

Required Technical Skills

• Minimum 5 years working in a technical capacity supporting users and/or projects
• Expert knowledge of Microsoft Windows desktop operating systems
• Extensive experience with laptop, desktop, and mobile device hardware from various vendors
• Knowledge of disk-imaging technologies used for laptop and desktop rollouts and refreshes
• Basic understanding of Active Directory and Microsoft DNS, DHCP and other related services
• Experience with helpdesk ticketing systems (SolarWinds WHD, Service Now, Cherwell, etc.)
• Ability to produce documentation related to implementation, testing and self-help guides
• Experience managing and troubleshooting Microsoft Office
• Experience with patch management tools (Manage Engine, Microsoft WSUS, Shavlik, BigFix, etc.)
• Experience with managing and configuring Microsoft InTune
• Knowledge of asset tracking and tagging hardware
• Experience managing Anti-Virus server and client software
• Knowledge of MacOS and iOS operating systems
• Experience managing and deploying Apple devices

Nice-to-Have Technical Skills

• Experience with application deployment tools (JAMF Pro, Manage Engine, Marimba, SCCM, etc.)
• Understanding of networking concepts and technologies (Cisco)

Required 'Soft' Skills

• Professional, friendly, and approachable demeanour
• Demonstrated ability to troubleshoot complex technical problems
• Strong verbal and written communication skills in English
• For roles based in Quebec or New Brunswick, strong verbal, and written communication skills in French
• Ability to work as part of a team, to both provide and ask for assistance when needed
• Keen interest in technology, the IT industry, and related new developments and current events
• Interest in maintaining and improving skill sets, training, and continued personal development

Working Environment and Hours:

• Normally working a standard work week (Monday to Friday, 8:30am to 5:30pm) in the MTY office you are hired to cover, with additional hours as required. Flexibility is essential as out-of-business-hours work, and weekend work is sometimes required on an ad-hoc basis.