Senior IT Support Technician

The incumbent will be responsible for the day-to-day performance of the local service desk. Responsible activities will include ensuring the local team is addressing tickets within the SLAs, ensuring proper routing of tickets and managing any escalations of tickets with corporate, group or Digit support teams. The incumbent will also work as a key part of the SNOW improvement team to ensure adoption and success of the global solution in order to meet IT strategic goals. The incumbent will also act as the right hand of the current Service Desk Lead, leading the daily QRQC process, ensuring the heartbeat of ticket resolution and request fulfillment is maintained per SLA and providing any required guidance team members may require.

Responsibilities - Day to Day:
•Effective evaluation, proper routing and resolution of incidents consistent with established SLAs.
•Effective escalation of incidents and management of escalated incidents with the global support teams.
•Engaging with business users directly about their associated challenges.
•Provide technical and process guidance to service desk technicians in support of delivering resolution of incidents and requests.
•Understanding and communicating changes to the internalization support process and use of the Safran Digit support team.
•Ensuring all CMMC/Security related protocols/processes are followed by the team members.
•Diagnosing and resolving complex IT incidents and fulfilling IT requests through ServiceNow system, email, phone or walkup using established processes.
•Leading the daily QRQC meeting process to review open actions, performance, HSE and any other challenges the team experiences.
•Ensuring SLA targets are on track and reported on a weekly basis.
•Become part of the "On-Call" rotation to support the site with after-hours activities.
•Perform daily system monitoring, including verifying the integrity and availability of all hardware, server resources, systems, and key applications.
•Continuously learn new technology, tools, systems, and share that knowledge within the team.
•Assist in the deployment of PCs (Desktops and laptops) as required.

Responsibilities - Transformational Support:
•Support the Service Desk Lead's initiative to improve the use of the SNOW solution for the Toronto site.
•Assist with defining groups, processes, categories, knowledge required to improve the use of SNOW from a user and Service desk perspective.
•Suggest, implement and document process improvements and/or SNOW improvements.
•Develop and maintain documentation for installation and configuration procedures and end user guides
•Define and train local service desk teams on new technical or process related topics.
•Train the local service desk team on CMMC/Security related processes that are required to be followed.
•Work with local Infrastructure and Application groups to ensure operational handover documentation is thorough and understood by the local service desk team.
•Work with local Workplace lead to resolve failure of OS/Patch or client roll-outs and recommending improvements to avoid re-occurrence of the same problem.
•Diagnosing, troubleshooting, root cause analysis and providing resolution to complex problems of PCs and Workstations.

Skills & Competencies:
All skills listed below will be considered an asset, but we are looking for:
- Excellent communication skills. Ability to have both technical and non-technical discussions. Excellent verbal and written communication skills in English is a requirement. French language skills would be considered an asset.
- Excellent problem-solving skills.
- A strong understanding of overall IS service delivery and of how customer requirements dictate service delivery
- Customer service and continuous improvement mindset.
- Strong organizational skills.
- Decision making skills.
- Analytical Skills.
- Experience with ticketing systems such as ServiceNow
- Experience with or hands-on knowledge of various IT/IS disciplines, technologies, and platforms (Windows 10 Enterprise, Application Deployment, Networking, databases and mobility solutions).
- Working knowledge of Windows Operating systems, PowerShell, GPO etc.
- Innovative mindset and persistence.
- Teamwork.
- Ability to concurrently manage a diverse list of items.
- Flexibility, ability to change focus and adopt to changing priorities.
- Time Management skills.

Education or Certifications:
Items listed below will be considered an asset, but the candidate must have a recognized University or College degree/diploma, preferred in Computer Engineering or Computer Science.
- Certifications, including MCTS, MCSA/MCSE and COMPTIA A+ is a plus.
- ITIL Certification or working towards ITIL certification is preferred.
- MCP or MCTS or working towards it is an asset.
- Must be able to meet Services Canada CGR requirement to a NATO level clearance.

Work Experience:
5 - 10 years' experience in the IT/IS support field is preferred. However, candidates will be considered, provided they can demonstrate knowledge of the identified technologies and any related ITIL experience.

Specialized knowledge in networking and computer hardware listed below would be an asset:
- Dell PCs and Laptops with excellent working knowledge of Windows 10 Enterprise.
- Good working knowledge of SCCM
- Excellent working knowledge of networking concepts including an understanding of TCPIP, Active Directory, DNS, DHCP and Group Policy Management.
- Mcafee & Symantec enterprise clients.
- BigIP Edge Clients.
- Microsoft Office 2016 or Microsoft Office 365
- Zone Central/BitLocker encryption.
- UNIX/Linux Operating systems knowledge is an asset.
- MS PowerShell Scripting knowledge.
- WIN Enterprise Global Policy management
- Experience with storage solutions is an asset.
- Experience with server and server virtualization solutions is required.
- Good working knowledge of Cybersecurity principles is required.
- Ability to develop and implement technical solutions with minimal supervision.

Communication Skills:
- Excellent communication skills required for interactions with target audiences from end users to IS Management to other IS personnel at other SLS sites.