IT Support Specialist

O2E Brands is looking for an IT Support Specialist to join our team in Vancouver. This position will provide tier 1 & 2 support on a wide variety of end-user hardware and software related requests including telephony, application support, and basic network support.

Starting January 2025, all team members in Vancouver will be required to work in-office every other week, for three consecutive days (Tuesday, Wednesday, and Thursday). Core hours of attendance will be mandatory from 9 a.m. to 3 p.m. on these days.

A DAY IN THE LIFE:

• Provide tier 1 & 2 support on a wide variety of end-user hardware and software related requests, including hardware/operating system support, peripheral devices, communication/telephony, application support, and basic networking support.

• On-board new employees, and ensure applications and devices are launched / configured / set up.

• Ensure that ticket SLAs are met, and that the highest possible level of employee uptime, as well as the lowest number of known errors, is achieved.

• Participate in projects designed to create or improve business services for the company in its pursuit of operational excellence.

• Document our processes and procedures in a knowledge base to support our quest for continual improvement.

• Remain abreast of existing or emerging technologies, and make recommendations on ways to solve business and process problems through technology solutions.

• Conduct and participate in training programs designed to educate and develop organization capability in basic and specialized technology areas.

• Support management as well as automation of desktop deployments utilizing solutions such as Jamf Pro and Intune.

WHAT YOU BRING TO THE TABLE:

• University Degree or College Diploma in Networking, Network Engineering, Computer Systems Technology, or similar.

• Comp TIA A Certification, a strong asset.

• Must have strong communication skills, both verbal and written.

• Must be customer focused with strong attention to detail.

• Must have a strong desire to learn new technologies.

-Must be flexible and able to work adjustable hours (slightly adjustable and within reason - this role is mainly Monday - Friday, with minor adjustments) as well as within an on-call rotation schedule.

• 2-3 years of experience working within Helpdesk / IT Support in a customer-centric environment supporting end-users, dealing with major and critical incident management.

• Strong understanding of the problem management process.

• Must have strong troubleshooting abilities.

• Must have a strong foundational understanding of networking, DNS management, application support, operating systems & hardware, telephony, ticketing systems.

• Experience with MDM platforms such as JAMF, Intune, a strong asset.

• Experience with Single Sign On (SSO) technologies, a strong asset. Experience with Okta is a strong asset.

• Experience supporting both PC and MAC, a strong asset.

• Experience working within Salesforce & Genesys contact center solutions would be an advantage.