Intermediate Service Desk Technician - In-office (London or Toronto)

Info-Tech Research Group delivers impartial, highly pertinent IT research, enabling CIOs and IT leaders to make well-informed, strategic decisions. We are currently serving over 30,000 professionals and collaborate closely with IT teams, equipping them with actionable tools and expert guidance to drive measurable results and enhance technology initiatives and organizational processes.

Why join us?

• We pride ourselves on consistent year-on-year growth, with double-digit growth even during a global pandemic.
• We are in the Top 3 on LinkedIn's Top Companies List in Canada.
• Info-Tech fosters a growth-focused, entrepreneurial culture with unlimited opportunities for professional growth and development.
• We provide financial support for professional development and training.

The Role

The Intermediate Service Desk Technician will ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and nececessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as hands-on help at the desktop level. 

Key Responsibilities

• Assist in software releases and roll-outs to the end users.?
• Field incoming requests to the Service Desk via telephone, e-mail, and in-person, to ensure courteous, timely and effective resolution of end user issues.?
• ??Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• ?Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.?
• ??Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.?
• ??Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.?
• Test fixes to ensure problem has been adequately resolved.?

Mosyle MDM Management Responsibilities:

• Oversee the enrollment of devices, ensuring a smooth and efficient onboarding process.
• Manage and monitor device profiles, settings, and policies to maintain security and compliance
• Provide technical support for issues related to the MDM, including troubleshooting and resolving device enrollment and policy application problems.
• Develop and implement management profiles and restrictions to control device access and functionality.
• Administer the deployment of applications and content across managed devices.
• Serve as the point of contact for any MDM-related queries and issues.
• Maintain up-to-date documentation on MDM procedures and configurations.
• Stay updated with the latest MDM features and security updates to enhance device management capabilities.

SharePoint Responsibilities:

• Design and develop SharePoint sites according to business requirements
• Manage site permissions, ensuring appropriate access levels are maintained for different user groups.
• Oversee the uploading, updating, and maintenance of content on SharePoint sites, ensuring accuracy and relevance.
• Troubleshoot technical problems related to SharePoint Online, including issues with site functionality, user access, and content display.

User Account and Access Rights Management

• Set up new user accounts, ensuring accurate entry of user details and proper configuration of account settings.
• Manage the offboarding process for departing employees, including account deactivation and data archiving.
• Ensure all access rights and credentials are revoked in a timely manner to maintain security.
• Handle requests for access to distribution lists (DLs) and security groups, ensuring all changes are approved and documented.
  Create and manage security groups, defining roles and permissions to align with organizational policies

Education and Experience

• ??Minimum Post-secondary certificate.
• ?A College diploma or University degree in the field of computer science, computer systems or network operations is an asset.
• ?2-3 years equivalent work experience.
• Professional experience using Active Directory is a must. 
• Experience troubleshooting Windows and Mac OS systems. 
• Experience troubleshooting mobile devices, both iOS and Android. 

Skills

• ??Exceptional written and oral communication skills.
• ?Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• ?Strong documentation skills.
• ?Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• ?Ability to present ideas in user-friendly language.
• Keen attention to detail.
• ?Proven analytical and problem-solving abilities.
• ?Ability to effectively prioritize and execute tasks in a high-pressure environment.
• ?Exceptional customer service orientation.?

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.