GENERAL INFORMATION

Req #
WD00084941
Career area:
Services
Country/Region:
Canada
State:
Ontario
City:
Markham
Date:
Monday, July 7, 2025
Working time:
Full-time

Additional Locations:

• Canada - Ontario - Markham

REQUIRED SKILLS & QUALIFICATIONS:

• Experience: 2-4 years of experience in IT support, preferably in a service desk or helpdesk role.
• Technical Knowledge:
• Advanced understanding of Windows, macOS, and Linux operating systems.
• Experience with Active Directory, Office 365, and remote support tools.
• Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Familiarity with ticketing systems like ServiceNow, JIRA, or Zendesk.
• Certifications:
• CompTIA A+, Network+, or Microsoft certifications (MCSA/MCSE) are highly desirable.
• ITIL 4 Foundations preferred.
• Problem-Solving: Excellent troubleshooting and analytical skills with the ability to think critically under pressure.
• Communication: Strong verbal and written communication skills to effectively assist users and document resolutions.
• Team Player: Ability to work independently and as part of a team, contributing to the overall success of the IT department.

PREFERRED QUALIFICATIONS:

• Experience in an ITIL-driven environment.
• Familiarity with cloud services such as Azure or AWS.
• Basic knowledge of scripting (PowerShell, Python) is a plus.

• Incident Resolution: Respond to and resolve escalated support requests from Level 1 technicians, ensuring timely and accurate diagnosis of issues related to hardware, software, and network systems.
• Technical Troubleshooting: Perform advanced troubleshooting for Windows, macOS, Linux, and mobile operating systems, as well as network connectivity, printers, and peripheral devices.
• User Support: Provide technical support to end-users, including issue diagnosis, documentation, and resolution.
• System Maintenance: Assist in monitoring, maintaining, and supporting IT systems such as Active Directory, Office 365, and various enterprise applications.
• Ticket Management: Manage and prioritize incoming service requests and incidents in the ticketing system, ensuring SLAs are met.
• Collaboration: Work closely with other teams to escalate issues that require further expertise and follow up on unresolved tickets.
• Knowledge Base Contribution: Create and update technical documentation, knowledge base articles, and standard operating procedures (SOPs) for common issues and solutions.
• Customer Service: Provide excellent customer service, ensuring all interactions are handled with a professional and empathetic approach.