IT Support Specialist - Leduc - SOS International

Description

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

Now, we're looking for talented individuals to join our team and make a difference.

About the role

The primary roles and objectives of the IT Support Specialist are:

• Deliver timely and effective day to day technical support to end users, ensuring minimal disruption to business operations.
• Maintain accurate and up-to-date technical documentation, including configuration guides, installation procedures, and knowledge base articles.
• Ensure high availability of computer systems in alignment with agreed service levels, meeting end-user support expectations and receiving positive stakeholder feedback.
• Provide basic technical support to IT requests and incidents related to back-end Infrastructure when and where required.

This is a full-time in person opportunity at our Leduc office: Monday to Friday 8:00 am until 4:00 pm.

Key responsibilities

• Provide day-to-day technical support for end user hardware, software, and application issues.
• Install, configure, troubleshoot, and resolve problems related to laptops, desktops, operating systems, applications, printers, and other peripherals.
• Manage and update the ServiceNow ticketing system to log, track, and resolve incidents and service requests efficiently.
• Provide Level 2 support for incidents escalated by the Service Desk, ensuring timely and effective resolution.
• Provide basic Infrastructure and Systems Administration support under the guidance of the Infrastructure Team.
• Maintain accurate and up-to-date inventory records of IT assets in ServiceNow, including hardware, software licenses, peripherals, and associated services.
• Collaborate with vendors and the corporate IT team to resolve complex IT issues and fulfil service requests.
• Execute IT related tasks for employee onboarding and offboarding processes effectively.
• Fulfill IT service requests in accordance with defined processes and procedures as directed by the IT Director.
• Maintain and update SharePoint with relevant IT support documentation and user guides.
• Assist the IT Director in project implementation and delivery of new IT initiatives.
• Proactively keep the IT Director informed on IT service performance, highlight any service interruptions, and ensure user concerns are appropriately escalated for timely resolution.
• Prioritize IT support tasks based on business impact and urgency.
• Perform root cause analysis for recurring or high impact technical issues affecting users or business operations and implement preventive measures to avoid future occurrences.
• Maintain accurate and up to date technical documentation, including configuration guides, installation procedures, and knowledge base.
• Liaise with external vendors and service providers for backend support and issue resolution.
• Actively contribute to group level IT initiatives and projects, ensuring effective local implementation and alignment with group standards.
• Provide guidance and training to end users on best practices and effective use of IT tools.
• Provide technical support to field users or remote offices using remote tools.
• Assist in software deployment, patch management, and updates as part of the IT operations lifecycle.
• Participate in change management activities, ensuring documentation and proper approval processes are followed.
• Oversee the management of Mobile Phones including device assignment and plan management.
• Perform related administrative tasks like raising PO, working with the providers on the delivery of IT hardware, Software etc.

About you

Required Skills:

• Service Orientated.
• Strong analytical skills to identify and resolve complex technical issues.
• Flexible to adapt to changing technologies and processes in a fast-paced environment.
• Strong interpersonal & communication skills for effective collaboration with users & stakeholders.
• Ability to manage priorities in a fast-paced environment.
• Strong active listening skills with the ability to understand and accurately reflect others' viewpoints.
• Quickly grasps technical concepts and rapidly acquires new skills and knowledge.
• Demonstrates a strong IT customer focus, ensuring user needs & satisfaction are prioritized.
• Disciplined problem solver with rigorous logic & methods to solve difficult problems effectively.
• Demonstrates the ability to learn on the fly. Learns quickly when facing new challenges. A dedicated and versatile learner who embraces change and analyzes both successes and failures to identify opportunities for improvement.
• Time Management: Efficiently organize and prioritize tasks to meet deadlines.
• Innovation: Bring creative ideas and solutions to enhance processes or outcomes.

Required Work Experience

• Minimum two to three years of work experience in the field of IT and IT support.
• Proven track record in a Microsoft-centric environment is a must.
• Experience with a recognized ITSM tool preferably ServiceNow.
• Experience in the healthcare industry an advantage.
• Mandatory technical skills / Hands-on experience with:
  • Administering Windows 11
  • Mobile device management.
  • Administering and supporting M365 Products.
  • Exposure to remote support tools (e.g., TeamViewer, AnyDesk, RDP, or similar).
  • Administering and supporting Active Directory, Azure AD, Intune etc.
  • Managing PABX or any Cloud Telephony System.
  • Basic knowledge of Windows Server and Cisco Device Administration.
  • Basic knowledge of Electronics Medical Records applications.
  • Familiarity with cloud platforms like AWS or Azure could be a plus.

This position is eligible for comprehensive benefits.

By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success.

13,000 experts | 1,200+ locations | 90 countries | 110+ languages

Start your journey with us today. Apply now