A Day in the Life

• Focus on excellent customer service and demonstrate courteous and professional behavior. 
• Manage the overall security of all end user computing devices using Intune (MDM and MAM), BigFix configurations. 
• Responsible for the ongoing protection and integrity of the IT systems and end points using best practices and tools to identify and remediate vulnerabilities.  
• Act as a subject matter expert and aid the team in the identification and resolution of tasks, incidents, and problems. 
• Take part in the development of methods and best practices for delivering outstanding service, as well as knowledge sharing through the creation of knowledge base articles. 
• Manage and maintain our end user device inventory using various systems such as Intune, Device 42, SNOW, and service provider portals. 
• Perform frequent audits to ensure hardware and software compliance. 
• Ensure that all support requests are appropriately logged, tracked, and monitored in the ticketing system based on troubleshooting efforts. 
• Demonstrate a consistent sense of urgency and follow-up on open issues to ensure a satisfactory and timely resolution is achieved.
• Provide and documenttroubleshooting, and technical analysis of complex issues mobile devices, computers, and peripherals, software, and applications. 
• Providing tier 3 support for Helpdesk technicians and analysts as required.  
• Identify, recommend, implement, and document opportunities to improve and automate processes and deployments aimed at support excellence. 
• Proactively maintaining and increasing the team’s technical knowledge and provide training as required. 
• Strong ability in planning and executing projects to ensure they are completed in a timely manner and to the satisfaction of stakeholders.   
• Participate in the procurement of end user IT equipment/services and manage vendor relations. 
• Other duties as assigned by management. 
• Must be available to work rotating schedules which include evenings, some weekends, and holidays. Some travel may require.

Technical Skills

• Proficient in configuration and administration management tools such as Microsoft Intune, MS Exchange, BigFix, ABM, Samsung Knox, and Lookout for mobile. 
• Strong knowledge of deploying devices and applications using Autopilot, BigFix, DEP and KNOX 
• Expertise in the installation, configuration, and troubleshooting of computer hardware, network enabled multifunction printers, audio/visual equipment, telephony, mobile devices, and various software solutions. 
• Proficient with the setup and troubleshooting of Windows, iOS, and Android operating systems.  
• Experience with Windows Server, Networking, and printer administration. 
• Experience with client-side application and software support such as M365 Applications, manufacturing/engineering software (i.e., Autodesk, BlueBeam), various collaboration solutions such as MS Teams app and Audio Video Systems.  
• Experience with vulnerability management such as computer/software patch management tools, investigating and remediation of security incidents on end points.  
• Experience with using Zendesk and Atlassian Jira service request and issue management. 
• Knowledge of a range of diagnostic and logging tools to troubleshoot and resolve hardware, software, and network issues on end points. 
• Ability to package various software for deployment using Intune and other tools such as PDQ. 
• Familiarity with ERP and HR applications an asset 
• Knowledge of PowerShell scripts for configuration management, queries, and task automation. 
• Knowledge of Mobile device plans and Telecom expense management is an asset. 

What we are Seeking

• Degree or diploma in Computer Systems/Networking or equivalent with 8+ years related work experience in a professional environment. 
• At least 2+ years of in-depth experience with Microsoft Intune and Microsoft Entra for configuring and deploying profiles, applications, update and patch management, and security policies. 
• A self-starter, a passion for IT, with proven analytical, problem-solving abilities and exceptional customer service skills.
• Exceptional communication (written and oral), interpersonal skills and willing to speak up and share ideas with the team. 
• Enjoy working in a challenging environment and be able to give and take criticism. 
• Ability to work in a dynamic team environment and independently. 
• Ability to self-manage and prioritize multiple tickets and tasks. 
• Demonstrate a consistent sense of urgency and follow-up on open issues to ensure a satisfactory and timely resolution is achieved as defined within the Service Level Agreement 
• Continuous improvement of methods and best practices for delivering outstanding service and enjoy working in a fast-paced environment.  
• Microsoft cloud or other industry certifications considered an asset. 

What We Offer

• Funded training and development programs
• Very well-equipped on-site gym
• Dental and supplemental medical plan
• RRSP contributions
• Excellent on site, subsidized cafeteria