IT Specialist - Toronto, Canada - Boston Consulting Group

Boston Consulting Group

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

WHAT YOU'LL DO:

Our mission is to continuously improve our IT systems and services, support the business and strive to create and innovate with technology.

As an IT Specialist, you work closely with a team of IT professionals with the primary responsibility to execute local IT projects, provide solutions to issues, and help manage local stakeholders to ensure the team is delivering a high level of customer care to colleagues and visiting BCG clients.

This includes, but is not limited to user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance and all other technology needs of the office.

Key responsibilities:

Providing a high level of customer service through onsite technology support in both home and office environments, over a variety of platforms (e.g. PC, Mac, iOS, Android, etc.) for all assigned BCG teams in a fastpaced environment
Supporting the BCG user community by providing tailored solutions for their technology while onsite in BCG offices, at client locations and at special events e.g. executive speeches, press conferences, offsite meetings etc.
Preparing and deploying laptops for staff, including all required user profile configuration and data migration as well as maintain configurations of computer systems according to established BCG requirements and documenting critical and routine technical procedures as well as end user literature
Coordinate the repair and maintenance of office printers and computing equipment with outside vendors
Oversee and troubleshoot video conference and telecommunications systems in coordination with regional technical resources (Zoom and WebEx in particular)
Plan and work on projects in an operational capacity for both global and local initiatives such as evaluating existing systems and recommending technology for upgrade and replacement, and evaluating new technologies for potential applicability within BCG
Compile various reports including but not limited to IT dashboard, inventory tracking and management, service assessments, mobile usage, hardware planning plus others
Troubleshoot and log any technical issues received via phone call or ticket in the IT Service Management tool Service Now and analyzing call data to proactively identify improvement opportunities
Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management

YOU'RE GOOD AT:

Key strengths and attributes needed to succeed in the role:

Focus on excellent customer service and the needs of the BCG user community through excellent communication (written and verbal), time-management and collaboration skills
Selfstarting attitude and resourcefulness to identify, analyze and solve problems that may arise
Professionalism to be able to respect all BCG information as personal and confidential
Ability to work independently as well as in a team environment displaying consideration and respect for others
Appetite for continuous learning to further IT knowledge and career development
Meticulous attention to detail and ability to meet deadlines while displaying tact and patience in stressful situations
Ability to follow established procedures/standards
Excellent oral and written English, clear communication and ability to communicate with technical and nontechnical stakeholders

YOU BRING (EXPERIENCE & QUALIFICATIONS):

Essential

College diploma or University degree or equivalent experience specializing in technology with 5+ years' experience in a similar role
Broad experience in the following areas: PC/laptop hardware, software, telecommunications, mobile devices, networking, and server administration
Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area
Experience in effectively communicating and presenting technical concepts to management, peer group and staff
Windows 10, Windows server, Mac OS, Microsoft Office and Cloud file share support experience
WebEx/Zoom meeting setup and basic troubleshooting experience
ITIL Foundation certified (v3 or v4) and/or a clear understanding of the ITIL system and ticketing process
LAN and IP networking knowledge and ability to approach issues logically using OSI model or similar
SCCM or imaging software experience
Exposure to cloud technology
VoIP experience
Experience in working with teams

Desirable

Strong analytical and planning skills demonstrating working knowledge of tools such as Tableau, Alteryx and MS Project
Project management experience

RSRBCG

YOU'LL WORK WITH:

ADDITIONAL INFORMATION:

Shared office space:

Some lifting/moving equipment is required
Occasional weekend work or out of hours work

Vaccine mandate:

Compensation information:

Total compensation for this role includes base salary, annual discretionary performance bonus, contributions to BCG's Profit Sharing and Retirement F