IT Support Level 2

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25 Oct 2024

Full-time, Contract

Remote/Ontario

$31.77-35.92 / per Hour

Job Details:

Our client has an immediate requirement for an individual to fill a 1 year contract as an IT Support Level 2. This is a work from home opportunity. The incumbent provides technical support to staff across the College including systems administration, monitoring and responding to network security events, facilitating IT requests and access changes and working to resolve escalated support requests.

Interested candidates may submit their resume in word doc. format to Kerine Brown Gentles at kerineg@staffworkscanada.com for further consideration. Staffworks thanks all candidates for their interest; however only those selected to continue in the process will be contacted.

Responsibilities
Job Responsibilities:
- Provide second-level technical support by diagnosing and resolving complex hardware, software and network issues escalated from first-level support. Coordinate apps, services, data, devices and users across the contracted cloud infrastructure and services.
- Verify installed applications on staff computers are up to date.
- Review and coordinate software license use, provisioning and renewals.
- Monitor and action multiple alerting platforms and advise team of any notices, incidents or advisories.
- Monitor and analyze service records for trends and common problems and escalate to the appropriate internal stakeholder and/or, or vendors, as necessary.
- Develop and maintain internal Frequently Asked Questions/Knowledge Base for both Unit and College-wide use.
- Assist in developing procedures for problem referrals and escalations with guidance from Supervisor, IT Support and Systems.
- Support IT projects, including changes to IT infrastructure, hardware or software rollouts, migrations and upgrades.
- Assist the Supervisor, IT Support and Systems to decommission and retire equipment.
- Assist the Supervisor, IT Support and Systems to perform scripting and programming activities to change existing technology, automate processes and/or as part of installations.
- Monitor and maintain cybersecurity protocols for IT service desk operation following compliance and internal security policies.
- Respond to security alerts/incidents and update the IT unit so appropriate action can be taken.
- Investigate and address issues where employees experience non-delivery or discrepancies with emails • Prioritize, triage and complete IT Support Level 2 tickets (e.g., investigate email delivery issues and SSL certificate renewals), and escalate to the Supervisor, IT Support and Systems and/or vendors as necessary.
- Provide backup for IT Support Level 1 tickets (e.g., password reset, driver installation troubleshooting, and A/V equipment troubleshooting), endpoint configurations and other related duties as needed.
- Perform upgrades (e.g., software updates, operating system updates).
- Acquire and maintain knowledge of the College’s policies, regulations, and strategies, and keep up to date with relevant developments, applicable legislation, trends and best practices.
- Collaborate with internal stakeholders to ensure the College meets and delivers on its legislative compliance requirements without delay.
Requirements
Education, Experience & Skills:
- College Diploma in a related field.
- 3-5 years of experience with LAN knowledge, help desk, operating systems and system administration including 2-3 years of experience with administrating an Office 365 corporate environment.
- Knowledge of hardware/software troubleshooting.
- Time management skills to prioritize tasks and handle multiple support requests simultaneously as well as resolution of IT issues.
- Organization and attention to detail to organize and triage support tickets.
- Written and verbal communication skills to communicate with stakeholders to understand their requirements, prepare Frequently Asked Questions (FAQs) and troubleshoot to resolve technical issues.
- Knowledge of office administrative software, cloud storage systems, helpdesk systems, application management systems, backup software and password recovery systems.
Accessibility

Staffworks thanks all candidates for their interest; however only those selected to continue in the process will be contacted. We are an inclusive employer committed to diversity and inclusion. We encourage qualified applicants of all ages, races, colours, ethnic origins, religions, abilities, gender identities and sexual orientations to apply. If you are selected for an interview, please inform your recruiter of your accommodation requirements.

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