IT Support Specialist - Toronto, Canada - Dragados Canada Inc.

Dragados Canada Inc.

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Dragados Canada, Inc., the Canadian construction arm of the ACS Group (one of the world's largest international construction and engineering companies), is seeking a talented and experienced IT Support Specialist to join its dynamic and energetic team.

Dragados Canada was established in 2008 and has grown steadily into an industry-leader in Canada, with offices in Toronto, Vancouver and Montreal, successfully performing a variety of large-scale transportation, bridge, dam, tunnel, and other major infrastructure projects.

Responsibilities

Act as the primary point of contact for IT requests and incidents
Diagnose enduser incidents to restore services or provide solutions
Educate employees on IT services and processes, including appropriate paths to engage IT
Provide advanced troubleshooting on complicated IT issues
Effectively manage and record enduser support queues/issues within the IT service management tool
Respond and work on tickets in the appropriate order to meet SLAs
Maintain communication with clients to gather details such as troubleshooting information, incident resolution, constructive feedback, testing process, etc.
Adhere to and reinforce enterprise incidents, problems, and knowledge management standards
Prioritize incidents and identify problems to effectively resolve enduser requests from local and remote locations
Document actions and issues within the IT Service management tool
Maintain and manage IT inventory such as hardware, software, licensing, contracts, services, etc.
Maintain communication with clients to gather details such as troubleshooting information, incident resolution, constructive feedback, testing process, etc.
Manage user onboarding and offboarding process and procedure
Collaborate and build a report with vendors to gather pricing and contracts for goods and services
Aid in writing, reviewing, and updating IT documentation, guidelines, and userfriendly manuals
Assist network team with troubleshooting and cabling of network equipment
Work with the team to review IT purchase requests and confirm invoicing accuracy as needed
Support and set up conference rooms with video or audio equipment for meetings
Administer national cellular provider online portals ensuring data is uptodate and accurate
Contribute to maintaining mobile device assets and inventory using MDM tools
Support setting up IT equipment for new hires and hardware refresh

Qualifications

Bachelor's degree or diploma in Computer Science or other related discipline
13 years of experience in a similar IT support role
Experience supporting Microsoft technology, including Active Directory, Windows, M365 Office Suite, Exchange Online, OneDrive etc.
Experience working with Microsoft Teams, SharePoint, Intune, SCCM, and Azure is an asset
Ability to easily work with abstract and highly technical concepts, as well as explain complex functionality to nontechnical users and staff
Being security conscious and conforming
Basic project management skills and the ability to handle different tasks simultaneously
Excellent client service, interpersonal and communication skills
Selfstarter able to handle multiple tasks and deadlines with mínimal supervision
Availability to work outside of core business hours if required
Willingness to occasionally travel across Canada when necessary

_ Appropriate accommodations will be provided upon request throughout the recruitment and hiring process._
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