IT Operations Support
Starlim North America•London, ON
•CA$50,000 - CA$60,000•Onsite
About The Position
The successful candidate in this role will be responsible for providing prompt and efficient first-level support for all IT related issues. The individual will ensure compliance with SLAs and KPIs through efficient prioritization and communication while developing and maintaining an extensive knowledge base and training center for internal IT use.
Requirements
- University degree or College diploma in an Information Technology discipline
- 2-3 years of working experience in IT and corporate environment.
- Experience with and understanding of network concepts, systems security and administrative procedures in a production environment.
- Working knowledge of Windows-Server, MS Exchange, Active Directory, VMware, Aruba.
- Ability to effectively troubleshoot MS office suite, printers, PCs, related software and services.
Nice To Haves
- Microsoft certifications (Tech Support Professional, 365 Fundamentals, Endpoint, Teams) are an asset.
- Strong analytical and problem-solving abilities.
- Excellent interpersonal and customer service skills to effectively interact with technical and non-technical users.
- High attention to detail and accuracy in documentation.
- Organized, reliable, and able to handle multiple priorities.
- Demonstrates initiative and willingness to learn and grow towards higher-level support roles.
- Physically capable of performing tasks involving cabling, lifting, PC and network equipment setup.
Responsibilities
- Provide 1st level IT Support for infrastructure-related issues (e.g. client and printer problems, MS Office errors, configuration adjustments, user authorization setup).
- Prepare and configure workstations for new employees (hardware setup, software installation, network connection, and cabling).
- Install and configure PCs, laptops, smartphones, handheld devices, and printers.
- Manage and maintain the IT asset inventory, ensuring accuracy in documentation and warranty tracking.
- Serve as the first point of contact for technical support requests via the ITSM ticketing system or phone.
- Categorize, prioritize, and document all service requests in compliance with IT service management (ITSM) standards.
- Escalate incidents that cannot be resolved at 1st level while ensuring proper communication and handover.
- Collaborate with Austrian IT colleagues and external partners for problem resolution and project implementation.
- Create, update, and maintain documentation (checklists, FAQs, IT procedures, and system configurations).
- Adhere to Global IT Operations standards, governance, and strategic alignment defined by the Global Head of IT Operations.
- Support the administration and operations of local IT systems, services and applications in coordination with Austrian colleagues.
- Participate in company-wide IT initiatives and contribute to process improvements.
- Ensure completeness and accuracy of documentation.
- Independently process open or unassigned IT service desk tickets within SLA timeframes.
- Provide regular and transparent updates to end users on ticket status and resolutions.
- Adhere to all Starlim IT guidelines, procedures, and completion deadlines.
Benefits
- A full-time, permanent position
- Paid time off
- Comprehensive health and dental benefits that are employer paid
- RRSP matching program
- On-site fitness facility
- EFAP through Telus Health
- Referral program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
