• Providing 1st, 2nd, and 3rd Level support to the internal customers
• Liaising with key 3rd parties to support, maintain, and improve the store operations
• Troubleshooting, diagnosing, and fixing a range of technical and/or user incidents across multiple sites
• Installing and configuring hardware and software solutions across the organisation
• Working closely with local and global vendors to maintain an optimal operation of the stores
• Handling and resolution of incidents using the ITIL framework in the relevant ITSM tool
• Acting as the link between Product/Service Teams within the Global Business and the local sites
• Creating, updating, and maintaining documentation about installations
• Providing feedback to Product/Service Owners about possible improvements.
• Liaising and collaborating with key stakeholders to ensure a clear flow of information
• Escalating incidents in the support chain and ensuring the agreed SLA's are met.

Skills: Technical Support, Incident Management, Hardware Configuration, Software Installation, Vendor Coordination, ITIL Framework, Troubleshooting Skills, Documentation Maintenance

• Provide agreed Onsite Services to local businesses following the IS Support Model
• Work on/solve incidents and service/change requests according to agreed Service Levels
• Manage IT hardware stock for responsible companies and perform exchanges according to the decided lifecycle
• Use collaboration tools to share information and knowledge with Global IS Colleagues and IS Service owners
• Inform local stakeholders about IT-related changes
• Execute IT Service Management tools consistently for registering and solving incidents and service/change requests
• Assist external partners (e.g, HP, Lenovo, …) in onsite installation, fault analysis, and troubleshooting.
• Act as the prolonged arm for global IS colleagues at designated Companies
• Participate in dedicated IS Projects and be the contact person for possible local IT Contracts (e.g, Phone Subscriptions)
• Perform IS training for responsible companies and colleagues

Skills: Onsite Support, Incident Resolution, Hardware Management, Knowledge Sharing, Stakeholder Communication, ITSM Tools, Vendor Assistance, Project Participation

• Provide recommendations regarding new standards to better support users.
• Work on special projects and deployments by management.
• Support and direct the work of others in support of the Field Technology they specialize in.
• Lead upgrades and/or replacement of Field Technology standards they specialize in.
• Research improvements to Field Technology standards.
• Provide leadership for questions, concerns, or issues related to Field Technology standards that they specialize in.
• Travel to support, deploy, and collaborate on the Field Technology they specialize in.
• Mentor and help other Field Technicians with technology, support processes, and services.
• Participate in Vendor Governance processes for technologies they specialize in.

Skills: Technical Leadership, Standards Development, Project Management, Technology Research, Field Support, System Upgrades, Team Mentoring, Vendor Management

• Logging service desk requests, taking ownership of, and working proactively on support queries as part of the service desk
• Installing, configuring, and supporting computer hardware, operating systems, and applications according to the IT department's business standards
• Troubleshooting hardware and software issues in person, remotely, and via phone
• Assisting personnel with installation, configuration, and ongoing usability of system hardware and software
• Liaising with external suppliers to resolve technical faults and repairs of equipment repairs
• Ensuring Documentation and service desk notes are kept up-to-date and accurate
• Providing maintenance to ensure the good performance of systems
• Be responsible for maintaining the IT build area and ensuring stock is monitored and reported to the service desk

Skills: Service Desk Support, Hardware Installation, Software Configuration, Issue Troubleshooting, Supplier Coordination, System Maintenance, Documentation Management, Inventory Monitoring

• Provide deskside and remote support for UK-based end users
• Troubleshot and resolved hardware and software issues
• Assist senior colleagues with diagnosing and resolving server and network issues
• Manage escalations from 1st line colleagues
• Escalate issues to senior members or 3rd parties
• Document recurring issues and resolutions to support best practices
• Carry out regular system health checks
• Engage with staff at all levels of the organisation
• Work towards agreed individual and team-based targets
• Positively contribute to the team, supporting project work, and creating a collaborative learning environment

Skills: Deskside Support, Remote Assistance, Hardware Troubleshooting, Network Diagnosis, Escalation Management, Documentation Practices, System Monitoring, Team Collaboration

• Basic administration and troubleshooting of desktops, laptops, and other hardware
• Basic troubleshooting of version control software (Perforce/Helix)
• Troubleshooting VPN issues (OVPN, Cisco AnyConnect)
• Assist with network management and maintenance
• Assist/troubleshoot users via remote methods (RDP/TeamViewer, Zoom/Slack)
• Perform (or learn to perform) custom PC builds
• Respond and/or generate IT tickets
• Assist with onboarding newly hired team members
• Inventory and asset management

Skills: Hardware Troubleshooting, Software Support, VPN Configuration, Network Assistance, Remote Support, PC Assembly, Ticket Management, Asset Tracking

• Assist internal stakeholders on-site or remotely with technical support of computers, applications, and related technology.
• Work proactively to verify that systems are working properly and follow up after service calls or service requests to ensure resolution.
• Work with team members and other members of the infrastructure and applications team to prioritize workload.
• Install, maintain, and update software on company computers, including Microsoft Windows components, Microsoft Office components (including Outlook), and related products and other software purchased for specific purposes.
• Assist the Network Administrators and/or network engineers in administrating LAN, WAN, and WLAN networks, and perform routine network maintenance.
• Aid the Network Administrators or network engineers in maintaining detailed records of equipment and software.
• Aid in the documentation process.
• Install, maintain, and replace hardware components on company computers, including cleaning interior and exterior areas and peripherals.
• Prepares and reallocates used hardware and moves computer equipment from one site to another.
• Maintain inventory of IT Assets.
• Assist in ensuring compliance with established company standards and policy regarding the use of technical resources.
• Assist in the Active Directory administration, including adding and removing users, groups, printers, and managing user permissions.

Skills: Technical Support, System Maintenance, Software Installation, Network Administration, Hardware Repair, Asset Management, Active Directory, Documentation Management

• Diagnose and resolve software and hardware incidents.
• Resolve incidents with Windows 10 across a range of software applications.
• Help to maintain Active Directory permissions, users, and groups.
• Assist all the users with any logged IT-related tickets or queries.
• Accurately record, update, and document requests using the IT service desk system.
• Install and configure new IT hardware.
• Upgrade different types of software and hardware.
• Maintain network printers, copiers, and scanners.
• Maintain a first-class level of customer service.
• Work to define processes/policies.
• Support the implementation of any IT changes.
• Ensure documentation is maintained and updated
• Work with 3rd party support teams and suppliers to provide the best service possible.

Skills: Incident Resolution, Windows Support, Active Directory, IT Ticketing, Hardware Configuration, Software Upgrades, Customer Service, Process Improvement

• Coordinate and/or perform fixes over the Phone/Chat/or any other introduced channels
• Diagnose/troubleshoot issues and provide assistance to colleagues, ensuring they are dealt with in a pleasant, professional, and timely manner
• Maintain working relationships with all IT and business resources, and act as the liaison between support staff and senior technical resources
• Ensure proper/accurate/up-to-date documentation and categorization for all problems, incidents and requests
• Create or update knowledge articles
• Be responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out of scope
• Administration for imaging, management and client patching
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstation devices and related hardware and software to meet delivered requirements for desktop service levels.
• Actively participate in enterprise initiatives and projects as a project manager or as a team resource
• Serve as an information hub to route internal and external requests to the appropriate resource and follow the escalation structure.

Skills: Issue Troubleshooting, Remote Support, Technical Liaison, Incident Documentation, Knowledge Management, Ticket Escalation, System Administration, Desktop Maintenance

• Ensure customers are 100% satisfied
• Quickly and professionally respond to second-level technical support requests that come in via phone, e-mail, ticketing system, and in person
• Document, track, and monitor progress on issues to ensure the timely resolution of current tickets and to reduce/eliminate future incidents
• Organize and coordinate activities associated with the installation, deployment, and upgrade of software (Windows and OSX), hardware, voice/video, and network facilities as it relates to the desktop environment
• Troubleshoot and resolve a variety of technical issues regarding networks, client/server systems, PC’s, desktop application software, and peripheral devices, and escalate issues
• Support conference rooms and UC technologies, such as Zoom, Webex, Cisco telephony, and Slack
• Coordinate with vendors on basic facility issues, including new wiring installs, UPS battery tests, network cable runs, and desktop/cubicle moves
• Take a proactive approach to providing immediate and long-term solutions to issues and anomalies
• Perform system upgrades, testing, and deployment of functional and security patches
• Perform imaging of desktops and laptops using Microsoft SCCM
• Perform remote software installation and updates using JAMF
• Track and record assets and inventory following Chewy’s IT Asset Management Life Cycle
• Provide detailed documentation of all implementations, changes, and solutions resulting from desktop and application support activities
• Participate in 24/7 support and on-call rotation

Skills: Customer Support, Ticket Management, Software Deployment, Network Troubleshooting, UC Technologies, Vendor Coordination, System Upgrades, Asset Tracking

• Completes work assignments by applying up-to-date knowledge in the subject area to meet deadlines
• Following procedures and policies, and applying data and resources to support projects or initiatives 
• Collaborating with others, often cross-functionally, to solve business problems
• Supporting the completion of priorities, deadlines, and expectations
• Communicating progress and information 
• Identifying and recommending ways to address improvement opportunities
• Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers
• Provides first-level and basic second-level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
• Supports troubleshooting efforts in conjunction with the customer to identify routine and moderately complex problems.

Skills: Time Management, Policy Compliance, Cross-Functional Collaboration, Project Support, Progress Communication, Process Improvement, Customer Service, Troubleshooting Support

• Supports efforts to analyze and prioritize incoming requests and alerts.
• Follows procedures for incident escalation and notification to leadership.
• Escalates routine problems to the appropriate resource (e.g., support team or vendor).
• Resolves non-complex problems and attempts to resolve complex problems.
• Follows and supports the development of standard operating procedures.
• Supports tracking and documentation of details of problems, status of service requests, and resolutions.
• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Supports the documentation of workarounds for problem records and changes to proactive processes.
• Reviews information (e.g., procedures, installation, configuration) related to new technology.
• Provides the knowledge repository for routine and moderately complex technical support.
• Supports the execution of disaster recovery and business continuity processes and events.

Skills: Incident Prioritization, Escalation Procedures, Problem Resolution, SOP Development, Service Tracking, Performance Monitoring, Knowledge Repository, Disaster Recovery

• Ensure the accurate and timely completion of the sales ledger, including producing and distributing customer invoices and statements, allocating and reconciling customer remittances, chasing and reporting aged debtors, and dealing with any customer inquiries
• Ensure the accurate and timely completion of the purchase ledger, including processing supplier invoices/credits, allocating supplier payments, reconciling supplier statements, and dealing with all supplier invoice/credit queries
• Produce accurate month-end reports across the purchase and sales ledger
• Complete monthly petty cash reconciliations
• Complete prepaid card and employee expenses
• Process new supplier credit application forms
• Follow all company policies and procedures, raising any concerns to the financial controller
• Communicate effectively and positively with all 3rd party suppliers/customers, colleagues, and managers

Skills: Sales Ledger Management, Purchase Ledger, Invoice Processing, Account Reconciliation, Expense Reporting, Credit Applications, Policy Compliance, Financial Communication

• Provide end-user support at the highest possible level, always striving to build amicable relationships of trust and confidence in IT
• Provide 2nd line support to various infrastructure and service management teams within the global organization
• Configure, install, and maintain computer hardware and related software, network equipment, and printers
• Perform diagnostic tests and troubleshooting to identify client issues on Windows PC’s, Mac computers, and Mobile phones
• Continually look for ways of improving and streamlining hardware and software configurations and supporting processes
• Educate users on the proper use of equipment and systems to prevent the recurrence of technical issues
• Maintain necessary procedural documentation and relevant reports
• Act as a constructive liaison between the IT organization, other internal departments, and the partners and vendors

Skills: End-User Support, Second-Line Support, Hardware Configuration, Troubleshooting Skills, Process Improvement, User Training, Documentation Management, Vendor Liaison

• Stock room management, including auditing of all devices.
• Refresh of old devices swapped with new devices on site.
• Provide the Customer with an overview of installation activity, site-specific information, and access to appropriate contacts.
• Handle customer relationship problems promptly and appropriately, provide guidance, and escalate issues according to established procedures.
• Deliver services, including customized services to large enterprises, complex, or corporate accounts.
• Use proactive monitoring procedures/tools to identify problem prevention opportunities.
• Work closely with internal Service Desk teams to support Tier 1, real-time collaboration, conference centers, and events teams.
• Provide technical support to the client before, during, and after events
• Serve as a technical consultant to the client and staff.
• Maintain a pooled equipment inventory for on and off-site project support
• Provide timely and descriptive reports of equipment malfunctions
• Provide timely and descriptive reports of equipment repair, mitigation, and work around

Skills: Inventory Management, Device Refresh, Customer Communication, Issue Escalation, Enterprise Services, Proactive Monitoring, Event Support, Equipment Reporting

• Input data for metrics tracking, including the daily work ticketing system
• Serve as contact between customers, vendors, and internal staff for day-to-day event operations
• Work with the Service Desk to communicate room requirements and changes as they arise
• Maintain conference rooms database containing specifications, digital images, room directions (print and electronic versions), audiovisual capabilities, standard room setup, and peripheral inventory
• Inspect and maintain the appearance/functionality of conference rooms for quality assurance, and also responsible for facilitating work order escalations
• Coordinate and track the service of inventory through repair vendors (RMA process)
• Suggest equipment and software to management to enhance efficiencies
• Provide support to clients and staff in the diagnosis and resolution of AV-related problems
• Advise staff in event planning about appropriate equipment use
• Assist the Manager in inventory maintenance and the technical coordination of events
• Ensure appropriate paperwork flow and work assignment

Skills: Metrics Tracking, Event Coordination, Service Communication, Database Management, Quality Assurance, Vendor Management, Equipment Support, Paperwork Administration

• Provide frontline IT technical support, either remotely or at the physical location
• Take ownership of tasks generated through the helpdesk system, pursuing them to completion
• Install, diagnose, repair, maintain, and upgrade hardware and software systems
• Maintain optimal workstation performance across the site via proactive strategies
• Follow and contribute to standard processes and local team policies
• Undertake auditing of software and hardware
• Create new user accounts and archive old user accounts in accordance with local policy
• Specify, procure, configure, and deploy new computers and devices
• Undertake general troubleshooting and investigative work
• Provide user training and support for basic computer and application use
• Contribute ideas for streamlining and improving team processes

Skills: Technical Support, Helpdesk Management, Hardware Maintenance, Software Upgrades, Process Compliance, Account Administration, Device Deployment, User Training

• Support the development and implementation of new computer projects and deployments.
• Work with the technology group to develop long-term strategies for maintaining and growing the organization’s computing environment.
• Research on and make recommendations to support the organization's computing environment.
• Perform analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement solutions, including on-site and off-site repair for remote users
• Install, configure, test, maintain, monitor, and troubleshoot end-user hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products.
• Develop, install, and test customized configurations for various platforms and operating systems.
• Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
• Administrate and resolve issues associated with end-user workstation hardware and software products.
• Ensure that workstation network connections are in proper working order.
• Work with the organization’s monitoring software to prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
• Liaise with third-party support and PC equipment vendors.

Skills: Project Implementation, IT Strategy, Technical Research, Problem Analysis, Hardware Configuration, Software Testing, System Administration, Vendor Liaison

• Taking initial telephone/email/in-person inquiries for local and remote employees
• Support troubleshooting and managing hardware, software, network, or mobile device problems
• Support with the monitoring, testing, and execution of software and hardware upgrades.
• Manage local office IT projects, including facilitating discussions, setting project scope, priorities, deadlines, deliverable schedules, and project budgets/expenditures.
• Recognizing and escalating more difficult or time-consuming problems to external support or Internal Tier 3
• Providing hands-on support for regional tier 2 issues
• Train new hires and end users on office applications.
• Work with the North American/Global IT team to analyze and make recommendations for hardware and software standardization, as well as IT processes and procedures
• Server and networking troubleshooting and maintenance.

Skills: Technical Support, Hardware Troubleshooting, Software Upgrades, Project Management, Issue Escalation, User Training, IT Standardization, Network Maintenance

• Provide excellent customer service through effective communication, understanding, and logical troubleshooting.
• Respond to and resolve client inquiries concerning system operation within established Service Level Agreements (SLA).
• Technical services and support for LAN and WAN connectivity, switches, firewalls, and wireless access points.
• Support office peripherals, such as scanners, copiers, and smart boards.
• Utilize the ticketing system to document all requests and interactions.
• Maintain customer documentation to include systems, processes, issue resolutions, etc.
• Develop and maintain a close working relationship with the clients.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Collaborate with the team to identify opportunities for solutions that grow and maximize the client's investment in IT.
• Participate in the On-Call shift rotation.

Skills: Customer Service, Issue Resolution, Network Support, Peripheral Maintenance, Ticket Management, Documentation Control, Client Relations, Team Collaboration

• Provide the highest level of customer service to end-users in-person, over the phone, and through e-mail.
• Respond to and resolve customer requests for support promptly.
• Maintain and update various software and hardware systems on workstations and servers.
• Maintain and update network systems.
• Configure, move, install and upgrade various computer hardware and software.
• Provide guidance and training to end-users.
• Carry a cell phone and pager to be on call and work after-hours.
• Establish quality relationships with end-users, clients, vendors, and co-workers.
• Work with other technology team members and vendors.
• Work with physicians, nurses, administrators and other healthcare team members.
• Maintain familiarity with events and issues in the healthcare industry.

Skills: Customer Support, System Maintenance, Network Administration, Hardware Installation, Software Configuration, User Training, Vendor Coordination, Healthcare IT

• Analyzes computer and network-related problems reported by end-users, diagnoses the most effective method to resolve the problem, and implements the solution
• Installs, maintains, and troubleshoots the Company’s Local Area Network (LAN), Wide Area Network (WAN), data communications, microcomputers and all peripheral equipment.
• Identifies, troubleshoots and resolves hardware, software, and network-related problems encountered by end-users of the Sanitas network, the Internet, PCs and new computer technology.
• Configures and installs Windows workstations operating systems in response to the demands of a complex network design.
• Trains end-users on the use and features of the various operating systems and applications on the various platforms.
• Performs primary network system administration on network servers.
• Installs, certifies, and troubleshoots local and remote network cabling infrastructure, including a wide variety of local area network equipment and software.
• Develop and use a tracking system to log requests
• Monitors progress, tracks problem resolution, identifies patterns of failure, researches bug fixes and implements solutions, communicates with the manager regarding unresolved problems.
• Works with vendors to resolve hardware operating system issues, researches and tests possible solutions and implements solutions.
• Analyzes bugs in system and application software, researches and tests possible solutions, and implements solutions.

Skills: Problem Diagnosis, Network Maintenance, Hardware Troubleshooting, Software Configuration, User Training, System Administration, Cabling Infrastructure, Vendor Coordination

• Assist in ensuring speedy resolution of 1st line Help Desk queries and change requests.
• Provide IT-related support to the end-user community.
• Process, configure, and roll out new PC’s, laptops, and associated peripherals to requirements.
• Troubleshoot PC’s, laptops, and associated peripherals and escalate to senior IT staff and/or 3rd party support.
• Perform common user account administration, including creating/removing user accounts and managing permissions.
• Keep updated relevant IT documentation.
• Assist other members of the IT team in their daily activities and IT projects.
• Provide support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems
• Provide computer desktop support in accordance with established policies and procedures
• Coordinate hardware repairs with the appropriate vendors
• Resolve computer problems, and give guidance on appropriate action/solutions
• Curate records of daily data communication transactions, issues, and remedial actions taken or installation activities
• Maintain, analyze, and fix computer systems, hardware, printers, and computer peripherals

Skills: Help Desk Support, End-User Assistance, Device Deployment, Hardware Troubleshooting, Account Administration, Documentation Management, IT Project Support, Vendor Coordination

• Provide 1st and 2nd line support in the areas described above
• Evaluate, categorize, log users' requests, problems, and proactively follow up on these requests to ensure timely resolution of the delivery and deployment of new workstations (PC’s/laptops) as well as maintenance and replacement of existing workstations and other systems, such as mobile devices and printers
• Maintain, update, and integrate the knowledge Base DB, procedures, and working instructions
• Assist and advise the user community in the technical and functional use of the Client’s Corporate services and applications
• Perform inventory/asset management and reporting
• Communicate with end-users on call status, installations, relocations, and recovery of equipment
• Provide onsite support for desktop management, asset management, and physical support for other IT equipment, including servers, switches, printers, cabling, video conferencing equipment, mobile devices, wireless LAN, and other end-user devices.
• Support and configuration will be provided remotely by other support teams, including software distribution and packaging, monitoring and infrastructure services, desktop and server patching, storage services, backup, restore, and archiving.
• Be responsible for fulfilling services that require physical onsite presence, assisting the remote support teams, and acting as a liaison or escalation point for business colleagues within a specific geographical location.
• Contribute towards testing and developments in centrally provided services, share observations, ideas, and customer feedback with the rest of the IT team as well as management in order to drive “world-class” support and best practices, participating and working as ONE team.
• Collect and provide input for improvements, document processes and solutions for further knowledge sharing.

Skills: Technical Support, Request Management, Knowledge Base, User Assistance, Asset Management, Onsite Support, Remote Collaboration, Process Improvement

• Provide IT support to a growing staff of people consisting of Doctors, Nurses, Medical Assistants, and Finance/Administrative departments
• Assist with the onboarding process, prepping and deploying systems, as well as training and educating new hires during IT orientations
• Manage the asset life cycle and IT procurement process, maintaining hardware inventory, accurate cycle counts, and decommissioning processes
• Help to evaluate hardware and software solutions and participate in IT projects
• Resolve technical problems with LAN, WAN, VPN, WiFi, Print Servers, and other back office systems
• Oversee, support, and troubleshoot the A/V conferencing systems in multiple conference rooms/offices
• Procure and/or install requested hardware and software on a timely basis and ensure new hires, transfers, etc., are provisioned with the necessary equipment
• Provide remote/smart hands assistance for network, application, and/or production onsite systems
• Performs various audits, including local admin audit, deletion of terminated users’ equipment, switch capacity, inventory, etc.
• Keep the asset inventory management system up to date
• Provide IT user support using a problem-resolution system and/or standard screens, scripts, reference guides, and procedures.
• Handle service requests that are predominantly routine but which require skilled use of standard screens, scripts, procedures, and references.
• Apply training and/or experience to resolve specialized or more complex Tier 1 problems.

Skills: IT Support, User Onboarding, Asset Management, IT Procurement, Network Troubleshooting, AV Support, Remote Assistance, Inventory Auditing

• Experience in an information technology role.
• Experience in maintaining and supporting EUC devices and VDI.
• Experience installing, maintaining, and supporting server hardware and software.
• Knowledge of root-cause analysis and change management processes.
• Knowledge of software asset management and inventory control.
• Excellent knowledge of the Microsoft Office 365, video conferencing software (Teams, Zoom, Webex, etc.), and Adobe products.
• Excellent capacity to plan, organize, and coordinate.
• Excellent tact and diplomacy skills, coupled with a level of integrity, while handling sensitive information with discretion.
• Excellent organizational and time management skills to effectively handle emerging issues simultaneously and meet scheduled timelines.
• Strong client service orientation with the ability to think creatively to identify and resolve problems.
• Ability to analyze and synthesize information accurately.
• Ability to exhibit a professional demeanor while working under pressure of short deadlines.
• Ability to take initiative, be self-motivated, and use independent judgment to respond appropriately to requests for information.
• Well-developed communication skills, both written and spoken in French and English, with a tolerant and patient disposition.
• Well-developed interpersonal skills with an ability to relate to people at all levels, internal and external to DFC.

Qualifications: BS in Information Technology with 8 years of Experience

• Extensive experience with PCs, smartphones, tablets, printers, barcode scanners, barcode handhelds, troubleshooting, and providing end-user support
• Experience with network problems troubleshooting
• Thorough knowledge of the Microsoft Windows operating system and applications such as Microsoft Teams, Navision, Office 365, and voice and video systems
• Proficiency in English with strong interpersonal and verbal, and written communication skills
• Strong customer service and help desk solution-based experience
• Excellent analytical and problem-solving skills
• Ability to work and interface with all departments, as well as contract personnel
• Ability to work with minimal supervision, effectively manage time, and prioritize workload
• Ability to travel occasionally overnight and out-of-province to other DSI locations within Canada.
• Willing and able to travel internationally, from time to time.

Qualifications: BS in Computer Science with 5 years of Experience

• Experience with Windows networks, Cisco/Meraki networks
• Experience with Microsoft Active Directory/Exchange
• Hands-on experience with Windows/Apple hardware and software
• Hands-on Cisco VoIP phone/Call Manager knowledge
• Experience with Microsoft Office 365 Productivity tools and Adobe Creative Suite
• Experience with configuring VPN solutions (Palo Alto Global Protect)
• Experience with software/ticketing solutions
• Knowledge of network protocols (TCP/IP, etc.)
• Strong organizational and time management skills
• Strong documentation and verbal communication skills
• Team player who goes above and beyond base job responsibilities
• Excellent personal and professional presentation.
• Be able and willing to perform after-hours work
• Be able to interact with all levels appropriately and effectively within Corporate, Distribution Center, and Retail Locations.

Qualifications: BS in Network Administration with 6 years of Experience

• Experience in a technology support or customer service setting
• Experience supporting both PC and Mac workstations
• Experience supporting Office Applications (Word/Excel/PowerPoint) 
• Proficient in Microsoft Office Suite, Zoom, and Active Directory tools
• Customer service skills with a focus on attention to detail
• Effective interpersonal and communication skills
• Be able to work independently and autonomously
• Multi-tasking skills in a fast-paced environment
• Ability to troubleshoot network connectivity and system login issues.
• Self-motivated individuals who think fast on their feet and enjoy technical support will thrive in this role.

Qualifications: BS in Cybersecurity with 4 years of Experience

• Experience with ConnectWise
• Experience working for a Managed Service Provider
• Good knowledge of Windows 10 operating systems.
• Good knowledge of the Office 365 suite, Teams, and SharePoint Online.
• Programming knowledge (DOS Scripts on Windows, Visual Basic Macros Vlookup on Excel, C++ on Arduino, Python on RPi, VB .NET on Visual Studio)
• Knowledge of Autodesk Suite (Civil3D), Solidworks, and EPDM
• Knowledge of Active Directory
• Excellent customer service and priority management skills.
• Good stress management, organized, and professional.
• Excellent analytical skills, logical thinking, and good problem-solving skills.
• Documentation and communication skills.
• Ability to work independently and collaboratively with multiple teams.
• Fluency in French and English, spoken, read, and written.

Qualifications: BS in Computer Engineering with 5 years of Experience

• Experience providing IT support in a corporate environment
• Experience in support and troubleshooting of Mac OS platforms and Windows operating systems
• Experience in cloud-hosted solutions (G-Suite, Office 365, NetSuite, Salesforce)
• Experience working with Cisco, Meraki, and other network solutions
• Experience with routers, switches, firewalls, and wireless access points
• Understanding of network protocols (TCP/IP, addressing, DNS)
• Familiarity with device management systems (ie, JAMF, Intune)
• Familiarity with IT compliance and change management concepts
• Ability to work independently or collaboratively
• Superb communication, documentation, and customer service skills

Qualifications: BS in Software Engineering with 6 years of Experience

• Comp TIA A+ and Network+ Certificates
• Extensive knowledge of Windows, MAC OS, and iOS operating systems experience
• Progressive technical experience in a similar role within an MIS team or department
• Experience with Parallels, Windows, MS Office applications, Outlook for Mac, 0365
• Experience performing Microsoft Active Directory, Windows Server, AD Domains, and Exchange System Management tasks
• Experience with various mobile technologies in a corporate environment, including IOS and Android
• Working knowledge and experience with Casper/JAMF, MAC scripting
• Knowledge of VOIP telephony, ZOOM Phone
• Strong knowledge in the area of PC hardware and components such as monitors, keyboards. printers and disk drives
• Excellent interpersonal relations skills, showing extensive experience supporting executive-level customers
• Must be able to travel by car to other local offices
• Ability to work independently, make good use of time, and prioritize multiple tasks

Qualifications: BS in Systems Administration with 7 years of Experience

• CompTIA A+ qualification
• Microsoft Technology Associate certification 
• Experience with Office 365 Administration tasks
• Experience working with MACS
• Previous experience in a Customer Service Role
• Good knowledge and understanding of IT systems
• Excellent communication and interpersonal skills, written and oral, confident with all levels of users up to and including director level
• Be able to work using own initiative with a 'can-do' attitude
• Good problem-solving skills and techniques
• Pleasant, confident, and professional telephone manner
• Strong, amiable, and flexible team player
• Be able to work using own initiative
• Ability to prioritise, work under pressure, and to tight deadlines

Qualifications: BS in Electronics and Computer Technology with 3 years of Experience

• Experience with Microsoft Windows and Mac OS operating systems.
• Experience with networking systems, including cabling, switching, routing, firewalls, and VPNs.
• Creative Production software experience
• Extensive knowledge of Microsoft Windows and Macintosh Operating systems, including Microsoft Windows 10 and Apple macOS Catalina and above.
• Experience with software and hardware inventory, licensing, and warranties.
• Extensive knowledge of Microsoft Office products and Adobe production software.
• Excellent interpersonal/customer service skills.
• Exceptional self-motivation and direction.
• Keen attention to detail.
• Superior analytical, evaluative, and problem-solving abilities.
• Ability to create concise technical documentation of systems and processes.

Qualifications: BS in Cloud Computing with 5 years of Experience

• Experience in supporting desktop applications in a LAN environment
• Significant experience in providing end-user technical support
• Light experience administering servers
• Experience supporting ERP/CRM systems
• Experience in support of in-house, custom, or proprietary software systems
• Knowledge of anti-virus/anti-malware programs
• Team-oriented, able to work in and positively contribute to cross-functional teams
• Be able to learn new applications quickly, and be committed to keeping knowledge and skills up to date
• Ability to demonstrate attention to and convey understanding of the comments or questions of others
• Ability to prepare clear and concise reports, correspondence, and other written materials
• Ability to develop and maintain smooth, cooperative working relationships with peers, subordinates, and superiors
• Ability to maintain issue confidentiality
• Ability to arrive at constructive solutions while maintaining positive working relationships
• Ability to participate in meetings in which the collective resources of the group members are used efficiently
• Ability to instruct and train others
• Ability to manage interdepartmental group projects

Qualifications: BS in Technical Support Services with 7 years of Experience

• Experience providing IT support
• Experience with Jira and Confluence or similar software
• Knowledgeable of computer networking
• Knowledgeable of common internet services like DHCP, DNS, Email (SMTP, POP3/IMAP), HTTP
• Basic understanding of Python, BASH, or similar
• Basic understanding of SQL databases
• Ability to write clear technical documentation
• Strong skills with macOS and Linux
• Ability to develop original, unusual, successful approaches
• Ability to process or generate information without either overlooking important items or getting enmeshed in technicalities
• Ability to let people know of decisions, changes, and other relevant information in a timely fashion
• Ability to speak effectively one-to-one
• Ability to speak effectively before groups and to respond to questions
• Ability to deliver effective presentations

Qualifications: BS in Computer Networking with 4 years of Experience

• Experience working with Windows 10
• Experience working with Microsoft Office, including Microsoft 365.
• Experience working in an IT environment that leverages both external and internal resources
• Experience working with Windows server
• Basic knowledge of Active Directory and related network services.
• Understanding of networking technologies
• Must be able to multitask in a demanding, fast-paced environment requiring attention across multiple areas.
• Must be self-motivated and be able to work independently.
• Exceptional oral and written communication skills and the capability to work with end users at all levels.
• Ability to troubleshoot hardware and software problems

Qualifications: BS in Web Development with 3 years of Experience

• Experience in 1st and 2nd levels of IT support for local/remote employees
• Experience with Microsoft Windows 10 and Mac OS 10 end-user landscapes
• Experience with Google G-Suite and Microsoft 365 core and integrated services
• Experience with Android/iOS usage, basic configuration, and support
• Experience with laptop/desktop software/hardware setup and maintenance
• Knowledge of operational security practices for IT environments
• Ability to meet or exceed Performance Competencies
• Ability to work in a team environment
• Ability to manage multiple projects and set priorities
• Good judgment and discretion skills
• Excellent negotiation skills
• Excellent interpersonal skills

Qualifications: BS in Data Analytics with 5 years of Experience

• Experience with core Microsoft Server technologies
• Experience with managing Microsoft Active Directory/Azure AD and Group Policy
• Experience administering/troubleshooting Office 365
• Experience using a help desk ticketing system like ConnectWise, Kaseya, N-able, etc.
• Experience with VMware or Hyper-V server builds
• Background of working autonomously, working for multiple clients in multiple environments
• Excellent organizational skills, including maintenance and design of policies and procedures, including forms, call tickets, and client service records
• Ability to travel to different client sites daily
• Team player in an international team
• Analytical and problem-solving abilities.
• Strong documentation skills.

Qualifications: BS in Information Assurance with 7 years of Experience

• Experience working in a team-oriented, collaborative environment.
• Experience managing service tickets from call to resolution in ITSM ticketing tools
• Experience working with software vendors to optimize support and functionality
• Experience in the construction industry
• Strong knowledge of Windows operating systems, Windows 10
• Working knowledge of a range of diagnostic utilities.
• Proficient in Microsoft Office and G-Suite
• Ability to present ideas in user-friendly language.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to effectively work in a team environment.
• Willing and able to do light and heavy lifting.

Qualifications: BS in Engineering Technology with 5 years of Experience

• Experience in a technical helpdesk support position.
• Experience with remote support (e.g., helpdesk/service desk, PC, desk-side, phone).
• Experience with desktop and server operating systems and back-end server support (e.g., setting up email accounts).
• Familiarity with the fundamental principles of ITIL.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Fluent in English with strong written and oral communication skills.
• Exceptional customer service orientation.
• Ability to conduct research into a wide range of computing issues.
• Ability to absorb and retain information quickly.
• Willing and able to support the team nationally.
• Highly self-motivated and directed.

Qualifications: BS in Computer Information Systems with 3 years of Experience

• Experience as an IT Technician or relevant position
• Knowledge of MS Office (Word, Excel, Outlook, etc.)
• Knowledge of the Windows 10 operating system
• Knowledge of Windows server, Active Directory, as well as TCP/IP, DNS, and DHCP
• Outstanding organizational and time-management skills
• Strong analytical, written, and verbal communication skills.
• Ability to multitask effectively and work in a fast-paced environment
• Excellent diagnostic and problem-solving skills
• Skills working in various systems/applications (Microsoft, Cisco, Dell, and others).
• Excellent communication ability
• Must be able to work independently and in a team environment

Qualifications: BS in Applied Computing with 4 years of Experience

• Experience working in a helpdesk environment with customer service experience (phone support)
• Experience supporting Windows 10 and MS Office, resetting passwords via Active Directory, supporting Outlook, Internet Explorer, and a variety of hardware.
• Knowledge about Mac and PC hardware, Printers, Scanners, Computer Peripherals, Mobile devices (iOS, Android)
• Knowledge about Windows 7, Mac OSX, Google Apps, and Office 365.
• Basic Network knowledge, including TCP/IP, DHCP, HTTP/HTTPS, and DNS.
• Problem troubleshooting and solving techniques.
• Excellent troubleshooting and problem-solving skills
• Be able to use the internet and search effectively
• Ability to communicate and work in a team, conscientiousness, independence, and high self-motivation.
• High motivation and organization to work under pressure with tight timelines on multiple projects, with the ability to prioritize tasks

Qualifications: BS in Digital Forensics with 3 years of Experience

• Experience working in a Helpdesk environment
• Experience with the Apple iOS operating system.
• Computer hardware experience (Assembly/Disassembly, Component Installation, Service/Repair, and Testing)
• General knowledge of remote computing, TCP/IP, DNS, Active Directory, WINS, and LAN/WAN technologies
• General understanding of infrastructure design, development, and deployment.
• Strong technical aptitude, initiative, creativity, and excellent customer service skills
• Strong analytical problem-solving skills and critical thinking
• Excellent interpersonal skills, including strong verbal and written communication
• Be able to problem-solve and respond appropriately to a wide range of inquiries
• Strong communicator with excellent interpersonal skills

Qualifications: BS in Information Systems Security with 4 years of Experience

• Certifications in MCSE, Fundamental networking knowledge, and experience 
• Technical experience with multi-factor authentication 
• Application support experience with Zoom, Box, and Azure 
• Knowledge and work history in computer support of Computer systems.
• Knowledge of network communications, including wireless, servers, Windows, MAC, and Phone systems.
• Knowledge of current workstation hardware and standards.
• Core fundamental and working knowledge of TCPIP, DNS, and Certificate Services 
• Must have excellent written and verbal communication skills
• Ability to operate with minimal direction, prioritise work requirements, and effectively manage time
• Ability to exercise initiative, problem solve, and manage a multiplicity of issues simultaneously

Qualifications: BS in IT Infrastructure with 6 years of Experience

• Experience with desktop and laptop computers, as well as tablets and cell phones
• Experience with Google Suite applications (Gmail, G+, Docs, Sheets, etc.)
• Experience with Windows 10 Operating System
• Knowledge of methods and techniques of research
• Knowledge of basic budgetary principles and practices
• Good communication and customer service
• Written and oral communication skills in English and French
• Ability to use selected job-specific software and operating systems
• Ability to analyze and resolve situations and problems
• Ability to anticipate problems and develop alternative strategies for goal completion
• Ability to use techniques of effective time management
• Ability to perform physical tasks such as lifting heavy equipment

Qualifications: BS in Network and Security Administration with 4 years of Experience

• Experience in customer service best practices and supporting a corporate environment
• Experience and training in troubleshooting and providing technical support
• Working knowledge of fundamental operations of Windows, Microsoft Office, and other emerging technologies
• Knowledge of banking applications.
• Good knowledge of service center processes and procedures
• Proven understanding and knowledge of quality
• Analytical and interpretive skills
• Leadership/management/motivational skills
• Ability to interpret professional periodicals and journals, technical procedures, and government regulations
• Ability to interpret complicated policies, procedures and protocols
• Ability to apply mathematical concepts such as ratios, proportions, probability factors and statistical inference
• Ability to research, compile and summarize a variety of informational and statistical data and materials

Qualifications: BS in Computing and Security Technology with 6 years of Experience

• A+ and/or Microsoft Certification
• Exceptional customer service skills and a passion for helping others
• Experience within a technical support role
• Experience supporting within the education sector
• Knowledge of Microsoft Office 2016/Office 365 and Windows 10
• Knowledge of computer hardware components and network cabling
• Knowledge of Active Directory, Group Policies, Windows 7-10 OS, Networking, Microsoft Applications, and Microsoft Servers
• Great accuracy and attention to detail
• Outstanding communication skills, good telephone manner, and customer handling skills
• Ability to multitask in a fast-paced environment with changing priorities
• High level of accuracy, analysis, and good attention to detail

Qualifications: BS in Information Technology Support with 4 years of Experience

• Experience with GxP/21 CFR Part 11 compliance
• Experience supporting Office 365 Cloud Users 
• Familiarity with Windows Server 2016+
• Familiarity with Cloud Solutions like Office 365 and Microsoft Azure
• Understanding of virtualization technologies like VMware and Hyper-V
• Good understanding of Active Directory and Group Policy
• Basic knowledge of switches and routers
• Excellent interpersonal skills and naturally curious
• Team-player, ability to work well in a distributed team environment, and partner with internal and external resources
• Be able to follow processes and procedures.
• Ability to work alone in an effective manner.

Qualifications: BS in Networking and Telecommunications with 6 years of Experience

• A+ and Network+ certification
• Experience with problem analysis, diagnosing and solving technical problems and queries, following First Line Support criteria.
• Experience in progressing escalations efficiently
• Troubleshooting experience for Microsoft Applications, Printer faults, and Operating Systems.
• Service/Help Desk experience with excellent communication skills.
• Interpersonal and organizational skills.
• Good analytical skills, excellent problem-solving skills.
• Be able to work under pressure and meet deadlines.
• Good time management, verbal and written communication skills.
• Ability to multitask in a large business environment.
• Willingness to work with a wide group of staff.
• Willingness to work with enthusiasm and flexibility.

Qualifications: BS in Enterprise Computing Systems with 4 years of Experience