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    IT Support Specialist - Vancouver, Canada - Imperva

    Imperva
    Imperva Vancouver, Canada

    4 weeks ago

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    Description
    Imperva a Thales or virtually, through remote control software and/or over the phone to users located throughout the globe. Key Areas of Responsibilities:
  • Provide tier 1 support to Imperva's worldwide employees on all IT matters (system, network, accounts,
  • Help build and maintain laptops for the Imperva global workforce
  • Take ownership of requests, incidents and problems originating from direct calls, Helpdesk tickets and self-service tickets
  • Collaborate and execute the delivery of Imperva onboarding and offboarding; includes account administration, desktop/laptop automation and installation, network access and other IT tasks
  • Coordinate services and support with the other members of the global Helpdesk team
  • Manage and coordinate urgent and complicated support issues
  • Determine root cause of issues and communicate appropriately to internal customers
  • Provide backup support as needed to support business demands including on-call rotation availability
  • Create and maintain IT Self-Help (end user) and Helpdesk (internal) specific process documentation
    • Minimum Qualifications:
  • 3-5 years of experience in a technical role providing remote support in a technical Helpdesk environment, with a track record of achieving productivity goals
  • Experience with training and mentoring junior team members
  • Excellent verbal and written communications skills
  • Extensive knowledge of PC/Mac/Linux computer hardware, software, peripherals, and operating systems
  • Possess the ability to react quickly to issues and develop both short and long-term solutions
  • Excellent time management skills and ability to multi-task, prioritize, and has a high attention to details
  • Extensive knowledge of supporting: Windows 10, MacOS, Microsoft365, Zoom, Slack, G-Suite, Active Directory, Azure AD, SCCM, InTune, Jamf
  • ITIL Foundation, A+ and Network+ Certification (preferred)
    • The anticipated annual base salary range for this position is CAD$58,000 -$70,000. The salary offered will be determined based on the candidate's experience, knowledge, skills, other qualifications, and location. Rewards:
    Imperva offers a competitive compensation package that includes base salary, medical, flexible time off and more.
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