Description:
The strength of our platform lies in working with the right people. Acting with integrity and employing an entrepreneurial mindset, our employees work together to create an exciting, dynamic workplace. By employing an active hands-on approach to asset management, our skilled and innovative team operates closely alongside our investors. We’re disciplined, we focus on value, and we’re informed experts. We pride ourselves on our diverse and inclusive workplace; we are a unique workplace with unique people.
WHAT WILL YOU DO?
- Site Infrastructure SME: installing, configuring, and advanced troubleshooting of computer hardware, software, systems, networks, printers, and scanners through utilization of advanced tools and technologies such as PowerShell, Active Directory, Group Policy Management (User Policies) Intune/AutoPilot and Automate to configure and manage IT systems effectively.
- Provide guidance and mentorship to T1 agents through the escalation, diagnosis and resolution of complex technical issues.
- Develop procedural and technical support processes for T1 and T2 support team to minimize disruption to business operations and prevent issue recurrence.
- Consistently communicate and collaborate with internal teams on issues such as:
- Major incidents
- Root Cause Analysis
- Stale/non-compliant devices
- Vulnerability Management
- Escalation processes to T3 teams.
- Participate in frontline support activities, communicating effectively with end users to understand and resolve their technical issues during periods of high call volume.
- Participate in on-call after-hours support rotation.
- Manage and monitor server/desktop operating systems/configurations and application patches to ensure they are up-to-date and compliant with security standards. Including scheduling, testing, and deploying remote updates and patches and ensuring authentication methodologies (MFA/password controls/SSO) are in place, and application registrations are managed in Azure.
- Create and maintain comprehensive IT support documentation for reference and training purposes.
WHAT EXPERIENCE WILL YOU NEED?
- 5-10 years of Windows desktop and application support experience in a mid-sized organization, or a degree in Computer Sciences is considered an asset.
- Advanced technological knowledge and experience in:
- Windows desktop and Office 365 platform.
- Microsoft Administrative Control mechanisms explicitly with Active Directory/Entra ID and mi Microsoft 365 Admin Center.
- Microsoft Access Control services specifically Microsoft Multi-Factor Authentication (MFA) and Single Sign On (SSO) Services.
- Networking: including understanding of the TCP/IP stack and proven experience in the Cisco Meraki platform.
- Powershell experience for auditing, investigation, automation and changes.
- Group Policy Objects (GPO) experience in creation, testing, deployment of GPOs and RSOP (resultant set of policy) analysis.
- Endpoint Management Toolsets – specifically InTune/AutoPilot, AutoComplete and PatchMyPC.
- Azure Application Registration services.
- Strong problem solving and analytical skills.
- Effective time management and organizational skills.
- Project management skills.
- Customer service centric skills.
- Collaborative communication skills.
- Robust technical documentation skills.