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