IT Support Technician

Tepperman's • Windsor, ON

32d • CA$60,000 - CA$70,000 • Onsite

About The Position

Reporting to the IT & Cyber Security Manager, the IT Support Technician plays a key role in delivering reliable day-to-day IT support and administration across the organization. This role is responsible for supporting end users, managing and resolving help desk tickets within service level agreements, and acting as a technical escalation point for the IT team. The position also provides executive-level IT support, manages hardware inventory and setup across multiple locations, and contributes to the administration of various IT and cyber security systems. In addition to operational support, the IT Support Technician serves as a technical resource on projects, helping to design and implement IT solutions that support business needs. The role requires a strong customer service mindset, the ability to troubleshoot complex technical issues, and the flexibility to support occasional travel, after-hours work, and project launches when required.

Requirements

• Graduate of a College or University program in Information Technology
• 5 years’ experience in a similar role
• Hands on experience or interest in learning IT infrastructure such as Microsoft Windows Server & Desktop operating systems, VMware, SANs, Active Directory, Microsoft Office 365 (Especially Teams & Intune), networking (switches, wireless access points, firewalls), MAC OS, iOS
• Hands on experience or interest in learning cyber security tools such as Mimecast, Artic Wolf, Sentinel One, Intune, Zscaler, RedCanary
• Excellent customer service skills
• Sound judgment and decision-making skills
• Demonstrate flexibility and embrace change
• Self-starter and self-motivated, able to work on own and as part of team environment
• Strong analytical, technical, problem solving and critical thinking abilities
• Great organizational and time management skills
• Strong written and oral communication skills
• Valid driver’s license and reliable vehicle required

Nice To Haves

• Relevant Technical Certifications (Microsoft, CISSP) are an asset

Responsibilities

• As assigned through the Help Desk, complete tickets and support users directly whenever needed – remote or onsite
• Act as a technical escalation to the Help Desk and other IT Technicians
• Manage tickets to make sure all are addressed within SLA
• Help to manage ticket priorities to identify tickets that need escalation
• Maintain hardware inventories and perform hardware setup and support for our Windsor, Chatham, Sarnia locations, with occasional travel and support to our other locations
• Provide “white glove” onboarding to new management employees in our Windsor locations
• Hands on administration of a portion of various IT & Cyber Security systems such as – Windows Desktop, Active Directory, Microsoft Office 365 (Especially Teams & Intune), MAC OS, iOS, Mimecast, Arctic Wolf, Sentinel One, Zscaler, RedCanary
• Act as an IT Subject Matter Expert & technical resource on some projects
• Play a role in architecting solutions
• Support IT ticket escalations to help guarantee continuous support for Teppermans staff
• Complete and maintain appropriate documentation
• Act as a backup to the Systems Administrator role
• Some evening and weekend work will be required for emergency troubleshooting and project launches
• Will be required to travel infrequently to other Tepperman’s locations

Benefits

• job stability
• competitive wages
• pension-matching program
• competitive annual incentive bonus
• unbeatable staff discounts
• comprehensive benefits package with extended health care, critical illness coverage & life insurance
• opportunities for training and advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree