JOB SUMMARY:

We are seeking an IT Service Delivery Technician to serve as the primary technical resource for the daily operations of IT services for select Tilray Brands business entities while also supporting the execution of broader enterprise initiatives. This IT professional will utilize their advanced technical capabilities, and interpersonal skills to drive a deep partnership between the IT organization and the business entities by ensuring high availability and timely delivery of IT services, serving as a subject matter expert for IT implementations, and becoming an active liaison for project intake and continuous improvement as it relates to IT services. This individual must demonstrate a high level of personal ownership, initiative, and appropriate independence in the daily delivery of IT services.
Salary: USD $60k-$65k annual DOE + 10% bonus.

KEY ACCOUNTABILITIES:

• Adhere to performance targets of OLA’s and SLA’s in the delivery of in-scope IT services.
• Engage directly and frequently with remote and local employees to troubleshoot escalated IT issues and deliver superior IT support services for computer systems (software, hardware) and on-site equipment (printer, telecommunication devices, smartphones etc.).
• Serve as a subject matter expert to the business entities for consulting on IT services/capabilities while also representing the individual business needs to the larger IT organization.
• Provide on-site support for services such as video conferencing solutions and localized printing.
• Perform active monitoring and response to on-premises IT infrastructure.
• Administer endpoint management and provisioning.
• Maintain on-site physical inventory of IT equipment and perform requisite asset management activities.
• Serve as a key fulfiller for employee IT services such as IT orientation, onboarding, offboarding, workstation move/add/changes.
• Participate in core ITSM practices such as Incident, Problem, Request, and Knowledge Management.
• Drive incident deflection by proactive understanding of the environment and help create documentation for the external managed service desk.

REQUIRED QUALIFICATIONS:

• College Diploma/University Degree in related field
• 5+ years’ experience in an IT Support role in an ITIL focused environment
• Excellent organizational, verbal, and written communication skills with a keen attention to detail
• Extensive experience in supporting and administering Microsoft 365 products such as Microsoft Outlook, Teams, and Excel (SharePoint experience a plus)
• Understanding or experience enterprise directory systems such as Microsoft Active Directory and Azure/Entre ID
• Advanced understanding or experience with endpoint administration and operating systems such as Microsoft Windows, Intune, Microsoft Auto-pilot, Microsoft Endpoint Manager, macOS, and iOS (JAMF and Kandji a plus)
• Working understanding of cloud and on-premises infrastructure tools such as Veeam, VMware vCenter, Cisco Meraki, PRTG, LogicMonitor, and Microsoft Azure
  Tilray welcomes applications from all qualified individuals and is committed to employment equity and diversity in the workplace.
  Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application.
  Please note that Tilray does not authorize, engage, or sponsor any consultants, agencies or organizations that seek certain personal or financial information from you (e.g. passwords, login ids, credit card information). Tilray does not charge any application, processing or onboarding fee at any stage of the recruitment or hiring process.
  When replying to emails, please ensure the sender name and email address match exactly. Please also ensure the Reply-To address matches the sending address exactly.
  If you are concerned about the authenticity of an email, letter, or call purportedly from, for, or on behalf of Tilray, please send an email inquiry to infosec@tilray.co

Please refer the Job description for details