Director of IT Infrastructure Systems and Services at Coca - Cola consolidating network, datacenter & cloud operations. Leading enterprise solutions with a focus on reliability and security.
About the role
- Technical Support Specialist II at Nucleus Networks providing IT support and troubleshooting for non-technical clients. Ensuring efficient ticket resolution in a hybrid working environment.
Responsibilities
- Monitor the call queue and ticket boards, and promptly address incoming calls and tickets.
- Maintain ticket hygiene by managing and completing tickets from initiation to resolution.
- Troubleshoot and resolve technical issues according to established procedures and guidelines.
- Utilize knowledge base resources such as ITGlue; conduct external research and seek guidance from superiors and peers as needed.
- Update internal documentation through our knowledge base resources and other relevant systems to ensure accurate and up-to-date information.
- Collaborate with supervisors and appropriate stakeholders to ensure efficient use of resources which include seeking approval before initiating work on a solution, particularly for time-intensive tasks.
- Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly.
- Attend all required meetings, including Pod Huddles, one-on-one sessions, and team meetings.
- Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
- Must be willing and able to go onsite as required depending on client needs.
- Other duties as assigned.
Requirements
- A minimum high school diploma is required; post-secondary education in a related field is an asset.
- At least 2-3 years of experience at either a Managed Service Provider, internal IT or similar setting.
- Must understand GPOs, Hyper-V, intermediate networking, Microsoft 365 and Active Directory.
- Must be comfortable analyzing technical issues and deciding whether the solution is efficient and feasible.
- Must be able to apply creative solution finding to address and resolve technical issues.
- Must be able to provide temporary workarounds that fall within company standards based on previous experience.
- Familiarity with helpdesk documentation and support tools (e.g., ITGlue, ConnectWise Manage/Automate/ScreenConnect) is a plus.
- Excellent computer literacy skills and proficiency with Microsoft Office Suite.
- Experience working with an ERP system is an asset.
- Ability to multi-task and prioritize and work independently.
- Ability to maintain confidential information.
Benefits
- An award-winning culture and organization that focuses time and energy on YOU and fostering an awesome workplace
- Hybrid Remote Environment
- Monthly Staff Socials – we offer an outgoing culture that provides lots of opportunities to connect with your co-workers
- Competitive Salary & Benefits, including a Health Spending Account and RRSP Matching program
- Birthdays off!
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