GlassHouse Systems (GHS) is an enterprise systems, and managed services solutions provider that develops, designs and deploys solutions for leading enterprises in Canada and the US. For almost 32 years, GHS has delivered an enterprise level of service and support to clients. Recognized with industry-leading awards each year, GHS translates this differentiation into positive client experiences
This role will be providing technical support to internal clients by addressing incoming queries and issues related to servers and systems, software, and hardware either in person or over the phone.

Requirements:

• Bachelor’s degree in information technology or similar discipline
• 3+ years’ experience in an enterprise IT environment and hands-on experience with large scale enterprise IT rollouts
• Located in Greater Toronto Area, and eligible for Protected B clearance
• Experience in Mac Support and Administration - JAMF
• Experience in Microsoft Administration - O365, Active Directory, Teams, SharePoint, Power Automate, Intune
• Demonstrated ability to understand complex IT systems with sufficient depth to troubleshoot highly technical and time sensitive issues
• Experience in ITSM process – incident, change and problem management
• Strong analytical skills
• Ability to present complex concepts in a clear, concise manner
• Some travel is required for this position

• Providing technical support to internal and external clients, including problem determination, resolution, and escalation as per the ITSM process
• Assisting customers to diagnose technical issues related to Windows, network, application services, and peripherals
• Documenting all incidents, outages, status, and resolutions in accordance with IT (Information Technology) Service Desk procedures
• Resolving and tracking incidents with network, servers, Windows/Linux OS, application services, and peripherals in accordance with IT Service Desk procedures
• Proactively utilizing IT resources to remain current with technology used in the company IT environment
• Deployment, planning, monitoring, data collection and analysis in customer environments
• Work independently with partner/vendor technical/sales teams to ensure hardware and software resources are available for the projects or users for the successful execution of projects
• Diagnose and trouble shoot desktop, laptop, and peripheral hardware devices
• Performing security administration functions for user access, data access, and remote access
• Issuing timely, accurate, and professional notifications regarding incidents impacting the user community or targeted service consumer
• Proactively managing high severity and priority incidents from identification to resolution
• Collaborating with internal/external IT resources to identify problems and restore services
• Contribute to the business process improvement projects
• Completing other duties or tasks as assigned
• Manage O365 environment for Internal users
• Managing JAMF Environment for internal Mac’