What you will do
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You will be providing a combination of On-site support as well as supporting internal CAA associates through different chat or phone channels
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Support tasks for this position include incident handling, problem identification, ticket Management (logging and tracking), troubleshooting, resolution, hardware and software support, incident, and problem escalation
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Provide 2nd level technical support for Windows 11, O365, remote connectivity as well as several business specific applications. You will also be supporting on-site technology like printers, video conferencing.
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Experience in managing devices in Intune would be valuable
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Provide support to virtual desktops in an Azure environment
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Management, setup and maintenance of all IT equipment onsite, this includes printers, Video conferencing and other IT assets
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Setup and configuration of new hardware and software. This may include imaging using Autopilot as well as other technologies
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Educate users on how to use systems and applications as required
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Asset Management of Desktops, Laptops, Monitors and Printers
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Document and maintain Desktop Support procedures
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Create Knowledge Base articles as required
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Various projects as assigned by Management
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Occasional travel to various office and retail store locations across Ontario will be required
Please note, salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. Candidates with salary expectations outside of the range are encouraged to apply.
Who you are
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Post-Secondary education or Diploma in computer science or Information Technology
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A minimum of 3 years' experience within a customer service-oriented Information Technology environment including in-depth experience in providing on-site technical support and quality customer service
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Excellent time management, analytical and problem-solving skills
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Ability to work effectively and productively within a team environment
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Knowledge of ticketing management systems
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Knowledge of PC, laptop and printer hardware and software
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Proficient in: Office 365, Azure Management, Windows 11, remote diagnostic and problem resolution, Azure Virtual desktops, VPN Connectivity
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Must have a G level driver licence, access to a vehicle, and be willing to occasionally travel within Ontario
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Availability to work fully in office and provide occasional after hours support when needed
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Ability to lift and move equipment up to 30lbs
Please note that internal applicants are asked to formally express their interest by applying online no later than 10 business days of the position being posted.
Please note that we may use AI tools to help us through the recruitment process.
