- Respond to and resolve IT incidents and Service requests of Internal users via ITSM Tool while meeting SLA requirements.
- Monitor network performance, identify bottlenecks or vulnerabilities, and implement proactive measures to maintain network health and stability.
- Serve as a point of escalation for complex technical issues, working closely with other IT teams to facilitate resolutions.
- Assist with onboarding of new users, and provide identity and access Management including new IDs, Password resets, and MFA assistance for Google Workspace.
- Support major projects, software upgrades, drive-by projects, and organizational system deployment and changes.
- Maintain and setup AV equipment for staff meetings onsite and offsite.
- Respond to ad-hoc requests to resolve unforeseen issues (some could be from a remote location).
- Provide solutions documentation, KBs, to users in our ITSM systems.
- Collaborate with IT Manager to develop and update support documentation, training materials, and standard operating procedures.
- Stay informed about industry trends, emerging technologies, and vendor offerings to make informed procurement decisions.
- Bachelor's Degree or College Diploma in Computer Science, Information Technology or a computer-related discipline
- 3+ years experience in one of the following roles: IT Support Specialist, Helpdesk Specialist, or IT Analyst.
- Network+ or CCNA Cert is a plus
- Knowledgeable in the following tech is a plus:
- Hardware: Apple Macbooks, Lenovo, HP, Zebra, Netgear, Ruckus, CradlePoint, Logitech
- Software: Google Workspace, JumpCloud, Torii, TalkDesk, Slack, Office365, Adobe Suite, Freshworks, Tableau
- Security: Understanding of compliance and cybersecurity frameworks as they apply to decision-making and technical implementation;
- Network: CradlePoint, Netgear, Ruckus, Aruba, Fortigate, Starlink
- Legally able to work in Canada
- Completion of criminal background check
- 20 days of vacation*
- 6 well-being (sick) days
- 1 Inclusion and Diversity Day
- Hybrid work with 3 days a week in the office
- Work remotely (anywhere in the world) for up to 3 weeks
- Excellent extended health and dental benefits packages
- $1000 health/lifestyle spending account* for your total physical and mental well-being
- TELUS Health App
- Mental Health Assistance/Counseling
- Virtual medical appointments
- The Article HQ is a converted warehouse, with an open accessible layout, where you can work from an Article sofa, collaboration spaces, or a private meeting room
- Standup desks can be requested
- Well-stocked kitchens filled with snacks, premium coffees, and teas (and ALL the milks)
- Onsite fitness equipment, change rooms with showers (towel service), and indoor secure bike storage
- A dog-friendly office. If you have a well-behaved, well-socialized pup, they're welcome too
- 45% discount (15% for friends and family, too) on our whole product offering
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Senior IT Support Specialist - Vancouver, Canada - Article
Description
Hi there, we're Article. We're an online furniture company creating remarkably better furniture experiences one sofa at a time. As the Senior IT Support Specialist, you'll play a pivotal role in ensuring the reliability and efficiency of our network systems, provide advanced technical support, and drive IT projects forward. 50% of your time will be Endpoint, Desktop, and Application Support, and the other 50% will be Network troubleshooting and uptime.Why We Need You:
We're looking for a Senior IT Support Specialist to join our Tech team. You will have a proven track record in network administration (this is a must), excellent problem-solving skills, and a commitment to delivering exceptional IT support. You're someone who is always curious about new technologies and continues learning to level up your skills.
Our IT team has several special projects on the go for their 2024 Roadmap. A key project will be mapping out the services of the current 3rd party networking vendor and creating a plan to transfer those services in-house. Later in the year, you will also contribute to the deployment of end-point management solutions.
You'll gain mentorship from our System Administrators, and the next step in your career will be moving into a Junior Systems Administrator role.
Why Article?
As a Particle (people of Article), you will have a high level of autonomy to solve challenging, meaningful problems the best way you can. That means you're trusted to explore solutions you believe will work best (you're the expert, after all). You'll do all this while growing your skills within a company that is redefining the furniture industry.
About the IT Support Team:
The team currently consists of a Senior Manager, 3x Systems Administrators, and 2x IT Support Specialists.
We are a hybrid team - you'll be in the office 3 days per week at our Vancouver HQ (Required).
What You'll Do:
Who You Are:
Perks & Benefits:
Life:The expected salary is $70,000 to $82,500. The actual base pay can increase beyond this range and will be based on various factors, including transferable skills, training and certifications, work experience, business needs, and market demands.
#LI-VJ1
#INDARTICLETECH Hi there, we're Article.
Since 2013 we've been redefining the furniture industry one sofa at a time. Founded in Vancouver, Canada, we now have remote Particles (people of Article) across the globe, and an office in Vietnam. Our US and Canadian home delivery network serves our customers coast to coast.
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