Technical Support Specialist (contract)
About the role
JOB SUMMARY
The Technical Support Specialist is responsible to deliver on site support activities with a focus on end user support, setup and operational maintenance of computer system hardware and software, as well as technical support for computer applications and communications software. This position will work within a team of other IT Department personnel, and in conjunction with personnel from other divisions, to execute the company's IT strategies and ensure the streamlined operation of the IT Department in alignment with the company's business objectives.
JOB DETAILS
ACCOUNTABILITIES
User support:
- Provide full onsite/desk side and remote support to end users for all their IT issues, service/change requests.
- Image, deploy, upgrade and refresh PCs and manage assets.
- Triage incoming tickets; assign to various queues in accordance with established procedures.
- Responsible for maintaining and patching computer hardware, software and operating systems that supports the current PCI compliancy model.
- Administer, configure, install and maintain desktop, laptop, tablet, printers, cell phones and communication hardware and software applications.
- Consult user guides, technical manuals and other documents to research and implement solutions; collect, organize and maintain a problems and solutions log for use by technical support analysts.
- Determine trend analysis, emulate or reproduce technical problems encountered by users.
- Provide local subject matter expertise regarding processes, technology, organization and business.
- Continuous development and improvement of On-Site Support service delivery for enhancing the user experience.
- Provide hands on support to our specialist team with server, network, printer, and telephony infrastructure when needed.
Supplies, Services, and Systems:
- Maintain software licences and asset inventory.
- Maintain the system backups for Recovery and Disaster Recovery
- Administer and maintain security compliance on all Apple Business Manager and AirWatch (MDM) devices.
- Responsible for providing accurate user account management and onboarding / offboarding of users’ computer equipment.
- Schedule service work and maintenance as required; assist in overseeing work, ensuring meeting of established standards.
- In accordance with department mandate, liaise with vendors for procurement of equipment, supplies and services as required.
- Provide regular management reports and recommendations regarding capacity planning for systems within the position's scope of responsibility.
- Performs periodic on-call and other duties related to those enumerated above which do not alter the basic level of responsibility of the position and which supports our 24x7x365 operations.
KNOWLEDGE AND SKILL REQUIREMENTS
Level of Education
- Completion of college program in computer science or computer programming.
- Certification or training provided by software vendors, as required.
Job Related Experience
- Must have a minimum of 2-3 years’ experience imaging Windows devices – desktops/laptops/tablets.
- Demonstrated working knowledge of:
- Strong technical knowledge of troubleshooting PC's, laptops, MacBooks, MS Windows.
- Experience working with Active Directory, user permissions, group policies, password resets, user creation.
- Experience working with ticketing systems.
- Experience working with imaging and customization for system profiles.
- Experience working with minimum Windows Enterprise Servers 2012 - 2019 Standard - Data Center.
- Experience working with Office 365 / Exchange Enterprise Server and User Email Support.
- Experience working with Zoom, Slack, Teams, SharePoint, Webex, Airwatch, Adobe Products.
Skills and Background
- Must have an A+ certification, or equivalent.
- Proficient in the Windows Operating systems, specifically Windows 10 / 11.
- Familiar with ITIL principles.
- Willingness to work flexible shift assignments as required.
- Willingness to provide on-call systems support.
- Knowledge of Security Standards for PCI (3.1 or better).
COMMUNICATIONS
- This position requires normal tact, diplomacy, and courtesy to maintain ongoing working relationships across the entire organization including the Executive Teams
- Solid written and verbal skills to effectively respond to inquiries.
SiriusXM Canada is committed to equity in employment and programming.
About SiriusXM Canada
Sirius XM Canada Inc., operating as SiriusXM Canada, is the country’s leading audio entertainment company. SiriusXM creates and offers ad-free music; premier sports talk and live events; comedy; news; podcasts; and exclusive talk and entertainment. SiriusXM is available in vehicles from every major car company, as well as on smartphones and all connected devices on the SiriusXM app. For more information, visit siriusxm.ca.
Join SiriusXM Canada on Facebook at facebook.com/siriusxmcanada, on Twitter at @siriusxmcanada, on Instagram at @siriusxmcanada and on YouTube at youtube.com/siriusxmcanada.
SiriusXM radios and accessories are available from retailers nationwide and online at SiriusXM. In addition, SiriusXM Music for Business provides ad-free music to a variety of businesses. SiriusXM is also a leading provider of connected vehicles services, giving customers access to a suite of safety, security, and convenience services including automatic crash notification, stolen vehicle recovery assistance, enhanced roadside assistance and turn-by-turn navigation.
SiriusXM Canada has been designated one of Canada's Best Managed Companies 15 years in a row and is currently a Platinum Club Member.
SiriusXM Canada is committed to equity in employment and programming.
Technical Support Specialist (contract)
About the role
JOB SUMMARY
The Technical Support Specialist is responsible to deliver on site support activities with a focus on end user support, setup and operational maintenance of computer system hardware and software, as well as technical support for computer applications and communications software. This position will work within a team of other IT Department personnel, and in conjunction with personnel from other divisions, to execute the company's IT strategies and ensure the streamlined operation of the IT Department in alignment with the company's business objectives.
JOB DETAILS
ACCOUNTABILITIES
User support:
- Provide full onsite/desk side and remote support to end users for all their IT issues, service/change requests.
- Image, deploy, upgrade and refresh PCs and manage assets.
- Triage incoming tickets; assign to various queues in accordance with established procedures.
- Responsible for maintaining and patching computer hardware, software and operating systems that supports the current PCI compliancy model.
- Administer, configure, install and maintain desktop, laptop, tablet, printers, cell phones and communication hardware and software applications.
- Consult user guides, technical manuals and other documents to research and implement solutions; collect, organize and maintain a problems and solutions log for use by technical support analysts.
- Determine trend analysis, emulate or reproduce technical problems encountered by users.
- Provide local subject matter expertise regarding processes, technology, organization and business.
- Continuous development and improvement of On-Site Support service delivery for enhancing the user experience.
- Provide hands on support to our specialist team with server, network, printer, and telephony infrastructure when needed.
Supplies, Services, and Systems:
- Maintain software licences and asset inventory.
- Maintain the system backups for Recovery and Disaster Recovery
- Administer and maintain security compliance on all Apple Business Manager and AirWatch (MDM) devices.
- Responsible for providing accurate user account management and onboarding / offboarding of users’ computer equipment.
- Schedule service work and maintenance as required; assist in overseeing work, ensuring meeting of established standards.
- In accordance with department mandate, liaise with vendors for procurement of equipment, supplies and services as required.
- Provide regular management reports and recommendations regarding capacity planning for systems within the position's scope of responsibility.
- Performs periodic on-call and other duties related to those enumerated above which do not alter the basic level of responsibility of the position and which supports our 24x7x365 operations.
KNOWLEDGE AND SKILL REQUIREMENTS
Level of Education
- Completion of college program in computer science or computer programming.
- Certification or training provided by software vendors, as required.
Job Related Experience
- Must have a minimum of 2-3 years’ experience imaging Windows devices – desktops/laptops/tablets.
- Demonstrated working knowledge of:
- Strong technical knowledge of troubleshooting PC's, laptops, MacBooks, MS Windows.
- Experience working with Active Directory, user permissions, group policies, password resets, user creation.
- Experience working with ticketing systems.
- Experience working with imaging and customization for system profiles.
- Experience working with minimum Windows Enterprise Servers 2012 - 2019 Standard - Data Center.
- Experience working with Office 365 / Exchange Enterprise Server and User Email Support.
- Experience working with Zoom, Slack, Teams, SharePoint, Webex, Airwatch, Adobe Products.
Skills and Background
- Must have an A+ certification, or equivalent.
- Proficient in the Windows Operating systems, specifically Windows 10 / 11.
- Familiar with ITIL principles.
- Willingness to work flexible shift assignments as required.
- Willingness to provide on-call systems support.
- Knowledge of Security Standards for PCI (3.1 or better).
COMMUNICATIONS
- This position requires normal tact, diplomacy, and courtesy to maintain ongoing working relationships across the entire organization including the Executive Teams
- Solid written and verbal skills to effectively respond to inquiries.
SiriusXM Canada is committed to equity in employment and programming.
About SiriusXM Canada
Sirius XM Canada Inc., operating as SiriusXM Canada, is the country’s leading audio entertainment company. SiriusXM creates and offers ad-free music; premier sports talk and live events; comedy; news; podcasts; and exclusive talk and entertainment. SiriusXM is available in vehicles from every major car company, as well as on smartphones and all connected devices on the SiriusXM app. For more information, visit siriusxm.ca.
Join SiriusXM Canada on Facebook at facebook.com/siriusxmcanada, on Twitter at @siriusxmcanada, on Instagram at @siriusxmcanada and on YouTube at youtube.com/siriusxmcanada.
SiriusXM radios and accessories are available from retailers nationwide and online at SiriusXM. In addition, SiriusXM Music for Business provides ad-free music to a variety of businesses. SiriusXM is also a leading provider of connected vehicles services, giving customers access to a suite of safety, security, and convenience services including automatic crash notification, stolen vehicle recovery assistance, enhanced roadside assistance and turn-by-turn navigation.
SiriusXM Canada has been designated one of Canada's Best Managed Companies 15 years in a row and is currently a Platinum Club Member.
SiriusXM Canada is committed to equity in employment and programming.