IT Help Desk Technician

at  Community Fire Prevention Ltd

Onyx-Fire Protection Services Inc. is the fastest-growing full-service fire protection company, and we are seeking an adept Helpdesk Technician with a minimum of 2-4 years of hands-on experience supporting customers in complex IT infrastructures.
The ideal candidate should possess robust communication and collaboration skills, along with experience in EDR/XDR tools, Active Directory, Windows Server administration, and Office 365 administration. Possession of CCNA and CompTIA certifications would be a strong asset.

LEVEL 1 SUPPORT:

• Act as the initial point of contact for the internal team seeking technical assistance via phone or email related to hardware (laptops, phones, printers, etc.), internal applications, and server/network infrastructure.
• Conduct onsite and remote troubleshooting through diagnostic techniques and insightful questions.
• Determine optimal solutions based on the issue and details provided by customers.
• Guide customers through the problem-solving process.
• Escalate unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Document events and problems, along with their resolutions, in logs.
• Follow up and update customer status and information.
• Relay customer feedback or suggestions to the appropriate internal team.
• Identify and propose possible improvements to procedures.
• Adhere to and promote the company’s core values, processes, policies, and Occupational Health and Safety protocols.

QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Minimum of 2-4 years of experience as an IT help desk technician.
• Proficiency in EDR/XDR tools.
• In-depth knowledge of Active Directory management and Windows Server administration.
• Experience with Office 365 administration and cloud-based services.
• Good understanding of network monitoring and troubleshooting.
• Excellent problem-solving and analytical skills.
• Strong communication and collaboration abilities.
• Relevant certifications such as CCNA and CompTIA are a plus.
  Join Us: Headquartered in Mississauga, with deep operations throughout Canada, Onyx-Fire is the quality choice for local and national clients alike. We deliver preventative maintenance and project services to protect our client’s people and their properties. Our high-performance culture provides an environment for people to grow and develop in their careers, take on more responsibility, and be part of a team that shares the same goal