Provide expert technical guidance, advice and training to enhance systems.
Troubleshooting, diagnosing, and resolving technology issues (hardware, software, access, systems, meeting rooms, printers, desk top peripherals) through a full incident lifecycle, while prioritizing and organizing multiple streams of work.
Master both the technical applications and operational processes of how our user-facing and office technologies work, partnering closely with our level 3 cross-functional teams for continuous learning.
Manage tickets in ServiceNow by taking ownership and providing accurate, timely updates in your personal queue and the team queue while meeting our SLAs and KPIs for incidents and tasks.
Support queue management by identifying trends, opening Parent and/or Problem tickets, escalating to the correct teams for quick resolution.
Contribute to the improvement of processes and implementation of new technologies.
Demonstrate professional and effective communication skills to support users, peers, and cross-functional partners. This comes in in all forms of communication: Telephone, email, remote sessions, and in-person. All touch points to be documented in incidents.
Build a positive working relationship with our SSC employees, 3rd party vendors, and cross-functional partners.
Work closely with our vendors to address our oldest tickets and brainstorm for solutions on potential roadblocks.
Participate as a technical project resource as and when required.
Participate in on call rotation as required.
Qualifications:
Diploma or Bachelor's degree in IT related field with 5+ years of technology experience or an equivalent combination of education and experience
Strong knowledge in Windows and Mac operating systems
Excellent interpersonal skills: ability to be in choice to make integral decisions, build trust, and work in a team environment.
Always stay in choice to Recognize, Raise and Resolve issues, following through is your strong suit!
Advocate for the End User in a positive, optimistic, and authentic manner
Strong written and verbal communication skills (great at explaining technical things to non-technical people!); Strong documentation skills
Passionate about supporting our organization's technology and learning new technology
Critical thinker who leads problem-solving efforts often involving vendors and other support personnel and/or organizations.
Practices agility, thrives in a fast-paced environment
Experience with Active Directory, MS Office, Azure Active Directory, PowerShell, MS Admin Centre, Exchange Admin Centre, Cisco Meraki, PaperCut, JAMF, MS Intune, MS Azure, Zoom
Experience configuring hardware such as MacBooks, Lenovo laptops and desktops, iPads, MS Surface, Mac Minis, printers, video conferencing hardware
IT Networking experience – LAN/WAN and Wireless.
Experience with ticket logging applications as a way to manage workload (ServiceNow, JIRA)
Experience managing and working alongside external IT support vendors.
Must haves:
Acknowledge the presence of choice in every moment and take personal responsibility for your life
Possess an entrepreneurial spirit and continuously innovate to achieve great results
Communicate with honesty and kindness and create the space for others to do the same
Lead with courage, knowing the possibility of greatness is bigger than the fear of failure
Foster connection by putting people first and building trusting relationships
Integrate fun and joy as a way of being and working, aka doesn't take yourself too seriously
