Responsibilities
- Manage deployment, configuration, and ongoing support of cloud-based services and systems, including Microsoft 365, Azure, security tools, identity management, and enterprise software platforms.
- Implement and monitor strategies for data protection, system backups, and operational redundancy.
- Set up and configure devices for employee use.
- Distribute and deploy software across endpoints.
- Carry out hardware and software updates, repairs, and routine maintenance on IT infrastructure.
- Enforce system-wide security policies and controls.
- Deliver frontline technical support for user-reported problems involving hardware, software, or connectivity, either in person or remotely.
- Handle incident resolution and manage service requests from initiation to closure.
- Investigate, analyze, and resolve technical issues using diagnostic methods.
- Work effectively with global teams and internal partners to meet resolution timelines.
- Escalate unresolved issues following defined protocols to relevant internal groups.
- Log, track, and close support cases accurately in alignment with IT service management practices and service level agreements.
- Comply with formal change control procedures and documentation standards.
- Attend team meetings, project sprints, and collaborative sessions.
- Contribute to technical initiatives within an Agile project framework.
- Deliver training to staff on internal systems and tools.
- Create clear user guides, operational procedures, and instructional content.
- Support the collection of performance metrics for internal IT reporting.
- Evaluate emerging technologies to support evolving business needs.
- Proactively identify and resolve potential service disruptions to ensure high user satisfaction.
Work Arrangement
On-site — Toronto
Other
- This position requires full-time on-site presence; remote or hybrid work options are not offered.
- The company may apply artificial intelligence or automated tools during applicant screening or evaluation.
- AI will not be used in interview processes or final hiring decisions.
- Candidates can request accommodations for any stage of the hiring process.
- Personal data of applicants is handled with strict confidentiality and security throughout recruitment.
