Best Canditate
Reporting to the Senior Manager, IT Services, the IT Support Specialist (ITSS) is accountable for ensuring the delivery of IT services to the Ottawa Homebuilding business. This role enables end users to accomplish their business tasks while striving to achieve the company’s mission: “The Best Homeowner Experience.”
Job Requirements:
- Hold a college diploma or university degree in business or information systems.
- Possess a minimum of 5 years of related work experience.
- ITIL Foundations Certification is an asset.
- Knowledge and/or experience with JD Edwards is an asset.
- Proven experience in managing corporate desktop environments for tasks such as patching, antivirus, and application deployment.
- In-depth knowledge of Wide Area Network and LAN technologies applicable for connecting site trailers and offices.
- Demonstrated client support experience with a track record of delivering excellent customer service.
- Proficient in customer and vendor relationship management.
- Exceptional written and verbal communication skills.
- Demonstrated proactive problem-solving abilities with strong decision-making capabilities.
- Proven track record of achieving high-performance goals and meeting deadlines in a fast-paced environment.
About Key Responsibilities:
- Deliver exceptional end-user support and service in all scenarios.
- Act as the first point of contact for issue triage and service requests via phone, email, or the service desk ticketing system.
- Enhance and maintain best practices and processes.
- Coordinate with Field Service Partners to schedule infrastructure deployment and delivery.
- Provide timely responses to user inquiries, offer assistance in resolving application system problems, and keep end users informed of progress while suggesting workarounds.
- Log all incoming calls in an Incident Management tool, resolving or escalating calls as necessary.
- Develop and maintain a support knowledge base, housing troubleshooting methods and solutions observed during Incident and Problem Management.
- Perform access control activities, including managing active directory accounts and local user privileges.
- Collaborate with IT Service Delivery Leads for activities such as incident management, problem management, root cause analysis, and resolution of after-hours incidents.
- Proactively establish relationships and communicate upcoming remote office activities to key stakeholders from various divisions.
- Travel as required to remote office locations, aiding in equipment setup, hardware/software upgrades, troubleshooting, problem-solving, and office relocations.
