Senior Information Technology Support Specialist

ROLE
Our downtown Calgary head office is searching for a temporary, customer service driven,
Senior Information Technology Support Specialist to join our team. In this role, you are responsible for providing technical support on operating systems, network protocols and specific application packages in response to end-user requests. You will assist with incidents, problems, changes, releases, configurations, assets, and service requests, for both our corporate office and project sites. This position requires travel (10%-15%) to projects sites to mobilize, support and demobilize projects throughout Alberta and British Columbia.

KEY RESPONSIBILITIES

Effectively use and support various products within a single information technology resource or enabling technology.

Assist in identifying opportunities to modify processes or utilizing new technologies to improve best practices and maximize utilization of recommended products.

Assist in support of administrative computer-based applications.

Provide troubleshooting and optimization for technical problems related to product applications, installation, and configuration.

Develop and implement technical solutions under general supervision.

Apply knowledge and experience in the planning, solution development and implementation of distributed computing service or client server services and/or wireless services.

Install and configure computers and peripherals on data networks.

Test fixes to ensure problems have been adequately resolved.

Ensure on-going maintenance and monitor system quality assurance.

Manage troubleshooting and trouble ticket escalation.

Field incoming help requests from end users and documents user issues and related resolutions.

Access software updates, drivers, knowledge bases, and “frequently asked questions” resources to aid in problem resolution.

Install, test, and configure necessary firmware and software updates on core infrastructure systems.

Assist with support of cellular devices as per the Company’s Technology Standards Policy.

VOIP phone systems and videoconferencing support.

Note:

In addition to these duties personnel are required to carry out such other duties as may be reasonably required in order to support the objectives of the company.

POSITION REQUIREMENTS
Qualifications

Diploma or Degree in Information Technology, Computer Science, or related field with a minimum of 8 years’ experience in IT operations and infrastructure deployment.

Valid Driver’s License.

Experience

Experience administering systems support for remote sites.

Experience in IT infrastructure fundamentals including storage, server, networking, virtualization, cloud, and cyber security.

Experience in other cloud solutions such as Microsoft Azure or AWS.

Experience with Dell/ Cisco Meraki network hardware, Microsoft Active Directory, VMWare, Microsoft Teams, Skype for Business, Power Shell, SharePoint, and Microsoft server environments.

In-depth hands-on experience with Microsoft Enterprise solutions including on-premises and cloud hosted server environments, and Office 365 administration.

Skills and Knowledge

Intermediate technical knowledge of major operating systems and experience with Microsoft networking and operating environments.

Intermediate knowledge of configuring and maintaining network infrastructure solutions (such as advanced routing protocols, VPN, firewall configurations).

Have working knowledge of Power Shell, in order to create scripts that will drive efficiencies in the entire IT team.

Advanced understanding of operating systems, business applications, printing systems and network systems.

Ability to multi-task and adapt to changes quickly.

Detail oriented, analytical, organized with a strong work ethic.

Excellent verbal and written communication skills are essential as well as a strong desire to learn.

Ability to present ideas in user-friendly language with strong customer service orientation.

Strong hardware skills in building, diagnosing, upgrading enterprise server and network hardware.

Ability to diagnose and troubleshoot technical issues.

Working knowledge of wired and wireless networking/SAN solutions, local and remote backup technologies.

WORKING CONDITIONS
This position is office based and works at our Calgary corporate office. Travel to project sites is required.