Technical Support Specialist II

Ivaco Rolling Mills•Champlain, ON

About The Position

This role involves providing comprehensive IT support for a range of technologies and applications, including Windows, Microsoft 365, and Adobe. The specialist will manage technical help tickets, investigate and resolve issues, and contribute to documentation. Responsibilities also include deploying and maintaining IT hardware, managing device inventories, providing audio/visual support, and coordinating with other departments and vendors to ensure smooth IT operations and client satisfaction.

Requirements

Experience with ServiceNow
Proficiency in supporting Windows, Microsoft 365, and Adobe
Ability to investigate and implement solutions to technical issues
Experience deploying and maintaining IT hardware (printers, scanners, mobile phones, computers, AV systems, conference phones)
Familiarity with Microsoft Office 365 for account access, password resets, and software installation
Experience with remote support tools like Beyond Trust and MS Teams
Experience managing device inventories
Experience providing audio/visual support
Experience with updating and repurposing computers, phones, and tablets
Experience serving as a point of contact for IT vendors
Experience handling escalations from service desk tier 1
Experience resolving networking and system-related technical issues
Experience working with infrastructure and D365 application teams

Responsibilities

Respond and follow up on technical help tickets submitted via ServiceNow system
Provide IT support for Windows, Microsoft 365, Adobe, and a variety of other applications used internally
Independently investigate and implement solutions to technical issues and projects within established SLA’s
Identify recurring technical issues and propose solutions to address the root problems. Contribute standard documentation to the Knowledge Base
Deploy and maintain IT hardware, such as printers, scanners, mobile phones, end user computers, AV systems and conference phone systems
Coordinate with other departments to resolve client issues
Oversee device inventories and supply room and assist in reporting for budgetary purposes
Provide audio/visual setup and support for important client meetings and board presentations
Assist with updating and repurposing of existing computers, phones, tablets. Assist in inventory organization and deployment of new computers
Use Microsoft Office 365 platform to assist with account access issues, passwords, and installation of software using remote Beyond Trust and MS Teams programs
Update clients on current issues for additional information
Serve as regional point of contact for IT related vendor services and ensure appropriate access to systems is regularly maintained
Accepting escalations from service desk tier 1 and taking ownership to partner on resolution to networking and system related technical issues and request to infrastructure and D365 application teams as applicable