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About the Role
Technology Support Technician - Tier I is a role within the Corporate IT Service Desk team, focused on installing, maintaining, testing, and repairing systems, as well as triaging and resolving routine technical problems.
Responsibilities
- Install, configure and maintain hardware and software for enterprise laptops, PC’s, tablets and mobile devices.
- Take ownership of, and respond to, support tickets in accordance with SLA guidelines.
- Record, track, and document the service desk request problem solving process including actions taken through to the final resolution.
- Provide onsite and remote support to end users.
- Actively participate and take ownership of New User Orientation activities, such as configuring and deploying equipment and providing quality one-on-one assistance during the onboarding process.
- Deploy and support mobile devices and the respective mobile device management systems.
- Maintain asset tracking for hardware and software licensing agreements.
- Maintain hardware lifecycle replacement schedules.
- Provide end users with consistent quality customer service for computer hardware, software, telephones, and smartphone platforms.
- Provide directions for end users in all IT systems in accordance with best practices within company policies and procedures.
- Document standard operating procedures and usage instructions for common IT processes and application functions.
- Understand, support and maintain Azure Active Directory and Group Policy and have an understanding of Security Groups and permissions.
- Assist all Support Technicians & System and Network administrators to support and maintain the network infrastructure.
- Assist with the management and maintenance of the Active Directory infrastructure (including Azure Active Directory), UPSes, printers and M365 tenant administration to provide a seamless and secure user environment.
- Assist with the maintenance of security standards and procedures through compliance with TMG policies.
- Active engagement and ongoing support for department projects, ensuring project documentation and communication is accurate and up to date.
- Assist with determining the ongoing support required for completed tasks and projects in conjunction with stakeholders.
- Ensure all documentation is complete and up to date by capturing knowledge solutions for internal use and customer self-service training.
- Support all other team members with upgrades, deployments and other activities.
- Perform other duties as assigned.
Requirements
- Post-secondary diploma in IT with a concentration in networking or technology.
- CompTIA A+ Certification.
- Windows and/or Azure Fundamentals.
- MS-900 MS365 Fundamentals.
- Experience with Microsoft Server, Exchange Server and Azure Active Directory.
- Experience with DNS and DHCP servers, Firewalls and Proxy Servers (UTM).
- Experience with Virtualization (Hyper-V, VMWare).
- Experience with Microsoft Office products including MS 365 E5 and Visio.
- Experience with enterprise-grade hardware and networking devices.
- Experience with WAPs, switches and routers in wireless, copper and fiber environments.
- Experience with mobile device management (MDM).
- Experience with Public Key Infrastructure (PKI).
Skills
- Networking
- Technology
- CompTIA A+
- Windows Fundamentals
- Azure Fundamentals
- MS-900 MS365 Fundamentals
- Microsoft Server
- Exchange Server
- Azure Active Directory
- DNS
- DHCP
- Firewalls
- Proxy Servers (UTM)
- Virtualization (Hyper-V, VMWare)
- Microsoft Office
- MS 365 E5
- Visio
- Enterprise-grade hardware
- Networking devices
- WAPs
- Switches
- Routers
- Wireless
- Copper
- Fiber
- Mobile device management (MDM)
- Public Key Infrastructure (PKI)
- Customer service
- IT systems
- Group Policy
- Security Groups
- Permissions
- Active Directory
- UPSes
- Printers
- M365 tenant administration
- Security standards
- Project documentation
- Project communication
- Knowledge solutions
Location
- London, Ontario, Canada
Work Type
- Office-based
- Hybrid
Experience Level
- Tier I
Education Level
- Post-secondary diploma in IT with a concentration in networking or technology
- CompTIA A+ Certification
- Windows and/or Azure Fundamentals
- MS-900 MS365 Fundamentals
About the Company
- At the Trudell Medical Group of Companies our vision is to provide patients throughout the world with medical devices and services that make their lives better.
- The Group manufactures and globally markets some of the leading brands in respiratory care, including the AeroChamber® brand of valved holding chambers, the Aerobika® brand of OPEP devices, and the AeroEclipse® brand of nebulizers.
- Trudell Medical Limited is the Corporate entity within the Trudell Medical Group of Companies and operates out of our offices in London, Ontario Canada.
- Trudell Medical Limited has been named one of Canada’s Best Managed Companies each year since 2022.
- The award is a mark of excellence for privately-owned Canadian companies.
Equal Opportunity
- We are an equal opportunity employer and it is important to our Company that all its employees, including those with disabilities, find our workplace to be welcoming and supportive.
- If you are a candidate with a disability who requires accommodations during the recruitment process, please let us know.