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IT Help Desk team leader at Ironclad, managing support for technology needs and team collaboration. Overseeing technology policies and supporting executive leaders' assistance.
About the role
- Serve as the front line of technical support, responsible for facilitating incoming calls and ensuring they are directed to the appropriate resources.
- Bring awareness and recurring issues to their direct supervisor.
- 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 Support 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.
- Other duties as assigned.
Requirements
- Must be willing and able to commute to and work onsite 70-100% of the work week in downtown Toronto.
- A minimum high school diploma is required; post-secondary education in a related field is an asset.
- At least two years of IT industry or MSP experience.
- Must understand GPOs, Hyper-V, intermediate networking, Microsoft 365 and Active Directory.
- Must be able to go on-site as required depending on client’s needs.
- 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 knowledge base tools (e.g., ITGlue, ConnectWise Manage, ConnectWise Automate) is a plus.
- Excellent computer literacy skills and skills in MS 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.
- Certifications ideally, you already have the following certifications under your belt: Microsoft Certified: Azure Fundamentals (AZ-900), Cisco Certified Support Technician (CCST) Certification, Microsoft 365 Certified: Fundamentals.
- Bonus points if you have one of the following certifications in addition to the ones above: Cisco Meraki Solutions Specialist (CMSS) Certification, Microsoft Certified: Azure Administrator Associate (AZ-104), Microsoft 365 Certified: Endpoint Administrator Associate.
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
- Birthdays off!
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PT
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