IT Service Specialist
March 5 2024
Industries
Architecture, Engineering and related
Categories Help Desk, Installation, Maintenance, Repair,
Remote
Mississauga, ON • Full time
At Flynn, it's not just a job, it's a career
We are a collaborative and innovative team of high performing individuals working together to provide technology service and support to our internal customers while maintaininga high level of quality and customer experience. We stand proudly for our people and support their success through career development and advancement.
We are looking for an IT Support Specialist to join our team to work from our Mississauga office, reporting to the IT Helpdesk Team Lead. The Support Specialist will be primarily focused on Intune (MDM and MAM), M365 management, end user computing hardware and application management and troubleshooting (Including mobile device, Laptop and Desktop). The role will require a mix of technical excellence, strong communication, customer service and analytical skills.
A Day in the Life
- Focus on excellent customer service and demonstrate courteous and professional behavior.
- Manage the overall security of all end user computing devices using Intune (MDM and MAM), BigFix configurations.
- Responsible for the ongoing protection and integrity of the IT systems and end points using best practices and tools to identify and remediate vulnerabilities.
- Act as a subject matter expert and aid the team in the identification and resolution of tasks, incidents, and problems.
- Take part in the development of methods and best practices for delivering outstanding service, as well as knowledge sharing through the creation of knowledge base articles.
- Manage and maintain our end user device inventory using various systems such as Intune, Device 42, SNOW, and service provider portals.
- Perform frequent audits to ensure hardware and software compliance.
- Ensure that all support requests are appropriately logged, tracked, and monitored in the ticketing system based on troubleshooting efforts.
- Demonstrate a consistent sense of urgency and follow-up on open issues to ensure a satisfactory and timely resolution is achieved.
- Provide and documenttroubleshooting, and technical analysis of complex issues mobile devices, computers, and peripherals, software, and applications.
- Providing tier 3 support for Helpdesk technicians and analysts as required.
- Identify, recommend, implement, and document opportunities to improve and automate processes and deployments aimed at support excellence.
- Proactively maintaining and increasing the team’s technical knowledge and provide training as required.
- Strong ability in planning and executing projects to ensure they are completed in a timely manner and to the satisfaction of stakeholders.
- Participate in the procurement of end user IT equipment/services and manage vendor relations.
- Other duties as assigned by management.
- Must be available to work rotating schedules which include evenings, some weekends, and holidays. Some travel may require.
Technical Skills
- Proficient in configuration and administration management tools such as Microsoft Intune, MS Exchange, BigFix, ABM, Samsung Knox, and Lookout for mobile.
- Strong knowledge of deploying devices and applications using Autopilot, BigFix, DEP and KNOX
- Expertise in the installation, configuration, and troubleshooting of computer hardware, network enabled multifunction printers, audio/visual equipment, telephony, mobile devices, and various software solutions.
- Proficient with the setup and troubleshooting of Windows, iOS, and Android operating systems.
- Experience with Windows Server, Networking, and printer administration.
- Experience with client-side application and software support such as M365 Applications, manufacturing/engineering software (i.e., Autodesk, BlueBeam), various collaboration solutions such as MS Teams app and Audio Video Systems.
- Experience with vulnerability management such as computer/software patch management tools, investigating and remediation of security incidents on end points.
- Experience with using Zendesk and Atlassian Jira service request and issue management.
- Knowledge of a range of diagnostic and logging tools to troubleshoot and resolve hardware, software, and network issues on end points.
- Ability to package various software for deployment using Intune and other tools such as PDQ.
- Familiarity with ERP and HR applications an asset
- Knowledge of PowerShell scripts for configuration management, queries, and task automation.
- Knowledge of Mobile device plans and Telecom expense management is an asset.
What we are Seeking
- Degree or diploma in Computer Systems/Networking or equivalent with 8+ years related work experience in a professional environment.
- At least 2+ years of in-depth experience with Microsoft Intune and Microsoft Entra for configuring and deploying profiles, applications, update and patch management, and security policies.
- A self-starter, a passion for IT, with proven analytical, problem-solving abilities and exceptional customer service skills.
- Exceptional communication (written and oral), interpersonal skills and willing to speak up and share ideas with the team.
- Enjoy working in a challenging environment and be able to give and take criticism.
- Ability to work in a dynamic team environment and independently.
- Ability to self-manage and prioritize multiple tickets and tasks.
- Demonstrate a consistent sense of urgency and follow-up on open issues to ensure a satisfactory and timely resolution is achieved as defined within the Service Level Agreement
- Continuous improvement of methods and best practices for delivering outstanding service and enjoy working in a fast-paced environment.
- Microsoft cloud or other industry certifications considered an asset.
What We Offer
- Funded training and development programs
- Very well-equipped on-site gym
- Dental and supplemental medical plan
- RRSP contributions
- Excellent on site, subsidized cafeteria
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Flynn Group of Companies is the leading trade contractor in North America that works on virtually every aspect of a building’s outer layer, including Roofing, Glazing, Waterproofing, and Architectural Metals. The foundation of our award winning success is having the right people on our team.
We are also highly active and committed to creating an environment which is accessible to all of our customers, employees and applicants. Reasonable accommodations in the hiring process will be provided to people with disabilities upon request.
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