IT Support Technician

Altis Technology • Full-time • Vancouver, BC, CA • C$ 60k - C$ 70k / year • 2d ago

Our client is a global provider of workforce floatels and marine services.

The IT Support Technician will provide frontline technical support, system management, and troubleshooting across a wide range of IT systems. This role requires a proactive individual with expertise in managing enterprise IT tools and systems, such as ManageEngine ServiceDesk Plus, Microsoft 365, SharePoint, and network equipment. The successful candidate will be a self-starter with excellent problem-solving skills and a strong customer service orientation.

Responsibilities:

Helpdesk Support:

Provide Level 1 and Level 2 technical support to end-users via phone, email, or in-person.
Log, track, and resolve incidents and service requests using Manage Engine Service Desk Plus.
Ensure timely follow-up and resolution of tickets while meeting SLA requirements.

System and Asset Management:

Use Manage Engine Asset Manager to track, manage, and maintain IT assets.
Ensure accurate documentation of hardware and software inventory.

Microsoft 365 Administration:

Provide support for Microsoft 365 applications, including Outlook, Teams, and OneDrive.
Manage user accounts, permissions, and security settings in MS Entra and Azure AD.
Assist in configuring and maintaining MS Azure Files and related services.

SharePoint Administration:

Assist in the creation, maintenance, and customization of SharePoint sites.
Provide support to users for document management and collaboration needs.
Networking and Hardware Support:
Perform basic configuration and troubleshooting of Peplink routers and Unifi controllers/access points.
Conduct network diagnostics to resolve connectivity issues.
Maintain entry-level Cisco switches and assist in VLAN configuration and troubleshooting.

IT Projects:

Support IT team with deployments, upgrades, and rollouts of new hardware and software.
Participate in planning and implementing IT initiatives as required.
Documentation and Training:
Develop and maintain IT support documentation, including how-to guides and troubleshooting procedures.
Conduct end-user training sessions to enhance user adoption of IT tools and platforms.

Qualifications:

2-4 years of experience in IT support or a similar role.
Proficiency with ManageEngine ServiceDesk Plus and Asset Manager.
Strong knowledge of Microsoft 365 applications and services, including:
MS Entra (Azure AD).
MS Azure Files.
SharePoint administration.
Hands-on experience with network devices:
Peplink routers and SpeedFusion technologies.
Unifi controllers and access points.
Basic configuration and troubleshooting of Cisco switches and VLANs.
Strong understanding of IT support processes, including ticketing systems and SLA management.
Knowledge of SentinelOne Anti-Virus software and its management.
Experience in managing and configuring Multi-Factor Authentication (MFA) solutions.

Preferred Qualifications:

Bachelor’s degree in IT, Computer Science, or a related field
Experience in the marine industry
Certifications such as CompTIA A+, Network+, or equivalent

Soft Skills:

Excellent problem-solving and analytical abilities.
Strong written and verbal communication skills.
Customer service-oriented with a focus on providing a positive end-user experience.
Ability to work independently and collaboratively in a team environment.