Workplace Technology Specialist

As the Workplace Technology Specialist, you are the first point of contact for our clients as well as within our company. You will provide technical support to our staff as well as our clients through the direction of the MS Service Manager. Working with other team members, you would be responsible for ensuring that technical incidents and requests for service are logged and assigned accurately and resolved within established service levels. They will have strong end-user interaction/communication skills, the ability to support a wide variety of users through phone and email communication as well as be willing to travel to and work from client office locations within.
 
Responsibilities

• Follow established company Workplace Technology procedures for support and update/follow ticket procedures ensuring achievement of established KPI’s and SLA’s
• Ensure Resolute standards and policies are solidly applied throughout the desktop environment
• Resolve complex end-user issues in consultation with senior consultants, specialists and/or analysts
• Be proficient at providing effective onsite client support leveraging strong interpersonal skills to exceed client expectations
• Administration of Office 365, Azure, Active Directory and other cloud technologies including managing users, groups, distribution lists and group policies
• Respond to requests for technical assistance through established helpdesk ticketing system and adhere to established process around service delivery.
• Analyze and diagnose problems reported by end-users and formulate viable solutions to satisfy user’s requirements within workstation, tablet, virtual and cloud technologies and software.
• Setup and deploy IT equipment including PCs, phones and peripherals for clients and employees.
• Following provided industry best-practice guides for building, deploying, servicing, and supporting workstation hardware, software, mobile devices, phones, and peripherals
• Perform remote desktop support for client, corporate and home office employees
• Action daily checklists, respond to alerts and resolve issues
• Train users on various “how to” questions regarding software and operating system activities as required
• Assist senior consultants to accomplish assigned projects and/or tasks
• Support other Resolute team members with knowledge sharing, brainstorming, collaboration, etc. as requested or required
• Maintain existing knowledge base information &/or add to it as appropriate.
• Escalate problem issues accurately, proactively and in a timely and manner, making recommendations as necessary while using established guidelines
• Identify, recommend, and implement enhancements to processes and procedures
• Follow asset management procedures as required (life cycle management)
• Participate in the on-call support rotation.
• Participate in the call centre Queues to provide first level support to clients
• Perform other related duties as assigned

• Computer Science degree, College diploma or equivalent experience and training
• College diploma, certificate or equivalent experience and training
• 2-4 years’ progressive experience in information systems positions
• 2-4 years’ experience installing and maintaining personal computers and related hardware, software and other peripherals
• 2-4 years’ experience working providing PC/Mac Support and/or in a Helpdesk environment
• Familiar with all ITIL processes
• Certifications such as MCSE, Network+, A+, CCNA, RHCP a definite asset

• The ability to execute processes, procedures and checklists closely and accurately
• Must be self motivated
• Must have an ability to work independently as well as on a team
• Must have a strong customer service ethic
• Strong verbal and written communication skills are essential
• Ability to effectively manage time and have solid decision making and organization skills
• Able to work to deadlines and work under pressure
• Able to work effectively and efficiently in a fast-paced environment 
• Able to track work activities and time for proper reporting and billing as needed
• Able to work independently and in team environment
• Able to interact effectively with employees, management and suppliers
• Able to analyze problems and make decisions
• Be open to and research new ideas and methods
• Good organizational skills and reliability are essential
• Strong troubleshooting ability with the ability to communicate with other technical groups within the IT department
• Basic troubleshooting and supporting VoIP phone systems
• Must have basic understanding of networking concepts, with some ability to troubleshoot simple connectivity between devices
• Ability to build Windows based workstations and install software applications manually and via automated tools.
• Familiar with DNS, DHCP, TCP/IP, etc.
• Experience in the following product areas and functions:
  • Windows 10, Microsoft Outlook, and Microsoft Office
  • Familiarity with Office 365 administration
  • Automated software distribution tools such as SCCM, SpecOps, and InTune are a definite asset
• Experience with Apple hardware and software products
• Experience with Windows Active Directory for routine changes such as resets
• Remote takeover tools and technologies
• Microsoft Azure experience considered an asset
• Citrix workspace administration and support considered an asset
• Fluent in French considered an asset.

• Primary Location: Resolute Office. 
• May be assigned to work from client site instead of Resolute Office
• Periodic stress related to workload. 
• Sitting for long periods of time and viewing computer screen(s). 
• Adapting to rapidly changing environments and ability to multitask. 
• Must be available to travel to and work from the client’s premises during scheduled work and on call time. 
• Ability to adapt work schedule to shifts that cover various time zone business hours (i.e., PST, CST, EST) with appropriate notice. 
• Work schedule flexibility, as some work must be completed after business hours. 
• Ability to adjust/extend standard working hours when addressing a client issue that cannot be reasonably postponed or delegated. 
• On-call and/or Overtime may be required. 
• Valid driver’s license for Canada. 
• Valid Passport for travel to/within Canada and to/within the USA required.