IT Support Technician

at  Bridgemans Services

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in IT, Computer Science, or a related field is considered an asset.
• 2 to 4 years of experience in IT support or a similar role.
• Experience in the marine industry is considered an asset.
• Certifications such as CompTIA A+, Network+, or equivalent are an asset.

REQUIRED TECHNICAL SKILLS:

• Proficiency with Manage Engine Service Desk Plus and Asset Manager.
• Strong knowledge of Microsoft 365 applications and services, including:
• MS Entra (Azure AD).
• MS Azure Files.
• SharePoint administration.
• Hands-on experience with network devices:
• Peplink routers and SpeedFusion technologies.
• Unifi controllers and access points.
• Basic configuration and troubleshooting of Cisco switches and VLANs.
• Strong understanding of IT support processes, including ticketing systems and SLA management.
• Knowledge of SentinelOne Anti-Virus software and its management.
• Experience in managing and configuring Multi-Factor Authentication (MFA) solutions.

SOFT SKILLS:

• Excellent problem-solving and analytical abilities.
• Strong written and verbal communication skills.
• Customer service-oriented with a focus on providing a positive end-user experience.
• Ability to work independently and collaboratively in a team environment.
  At Bridgemans Services Group we believe that each employee contributes directly to our growth and success. We are committed to workplace excellence, safe work environments and the communities where we work and live. Bridgemans Services Group hires on the basis of merit and is committed to Employment equity and development

Responsibilities and essential job functions include, but are not limited to, the following:

• Helpdesk Support:
• Provide Level 1 and Level 2 technical support to end-users via phone, email, or in-person.
• Log, track, and resolve incidents and service requests using Manage Engine Service Desk Plus.
• Ensure timely follow-up and resolution of tickets while meeting SLA requirements.
• System and Asset Management:
• Use Manage Engine Asset Manager to track, manage, and maintain IT assets.
• Ensure accurate documentation of hardware and software inventory.
• Microsoft 365 Administration:
• Provide support for Microsoft 365 applications, including Outlook, Teams, and OneDrive.
• Manage user accounts, permissions, and security settings in MS Entra and Azure AD.
• Assist in configuring and maintaining MS Azure Files and related services.
• SharePoint Administration:
• Assist in the creation, maintenance, and customization of SharePoint sites.
• Provide support to users for document management and collaboration needs.
• Networking and Hardware Support:
• Perform basic configuration and troubleshooting of Peplink routers and Unifi controllers/access points.
• Conduct network diagnostics to resolve connectivity issues.
• Maintain entry-level Cisco switches and assist in VLAN configuration and troubleshooting.
• IT Projects:
• Support IT team with deployments, upgrades, and rollouts of new hardware and software.
• Participate in planning and implementing IT initiatives as required.
• Documentation and Training:
• Develop and maintain IT support documentation, including how-to guides and troubleshooting procedures.
• Conduct end-user training sessions to enhance user adoption of IT tools and platforms.