16 Incident Management jobs in Canada
Cyber Security Specialist - Cyber Incident Management
Posted today
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Job Description
191226
Career Group:
Corporate Office Careers
Job Category:
IT Cyber Security Operations
Travel Requirements:
0 - 10%
Job Type:
Full-Time
Country: Canada (CA)
Province: Ontario; Alberta; Nova Scotia
City: Mississauga / Calgary / Stellarton
Location: Tahoe Office
Embark on a rewarding career with Sobeys Inc., celebrated among Canadau2019s Top 100 employers, where your talents contribute to our commitment to excellence and community impact.
Our family of 128,000 employees and franchise affiliates share a collective passion for delivering exceptional shopping experiences and amazing food to all our customers. Our mission is to nurture the things that make life better u2013 great experiences, families, communities, and our employees. We are a family nurturing families.
A proudly Canadian company, we started in a small town in Nova Scotia but we are now in communities of all sizes across this great country. With over 1,600 stores in all 10 provinces, you may know us as Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, Lawtons Drug Stores or another of our great banners but we are all one extended family.
Ready to Make an impact?
The Specialist, Cyber Incident Management will be a hands-on cybersecurity professional responsible forinvestigating and responding to a wide range of security incidents. You will leverage various security tools,collaborate with internal teams and external partners, and contribute to the continuous improvement of ourincident response capabilities. This role requires a keen analytical mind, strong problem-solving skills, and theability to operate effectively under pressure.
Sobeys is full of exciting opportunities, and we are always looking for bright new talent to join our team! We currently have a full-time opportunity for a Cyber Security Specialist. This role can be based out of one our mainoffices including: Stellarton, NS; Mississauga, ON; Calgary, AB.
Hereu2019s where youu2019ll be focusing:
Key Responsibilities:
Conduct efficient and thorough investigations of security alerts, events, and incidents using a variety of security tools, including SIEM, Firewall, WAF, EDR, IDS/IPS, and Email Security Gateways.
Analyze security logs, network traffic, and endpoint data to identify indicators of compromise (IOCs) and determine the scope and impact of incidents.
Perform initial triage and containment actions to limit the spread and impact of security incidents.
Engage with end-users and other teams to validate suspicious activities and gather additional context for investigations.
Collaborate closely with our Managed Security Service Provider (MSSP), fostering a strong partnership for seamless alert escalation and information exchange.
Effectively escalate security gaps, findings, and critical incidents to appropriate internal teams for timely remediation.
Clearly document incident response activities, investigation findings, remediation steps, and lessons learned for future reference and reporting.
Contribute to the fine-tuning of security use cases within the SIEM to reduce alert fatigue, minimize repetitive alerts, and decrease false positives, enhancing overall security operations efficiency.
Collaborate with the Threat Management team in the creation, testing, and refinement of new security use cases and detection rules.
Develop and maintain incident response playbooks, Standard Operating Procedures (SOPs), and other operational documentation.
Provide technical support and guidance to other IT teams on security best practices, emerging threats, and incident prevention.
Participate in on-call rotations, including nights and weekends, to ensure timely response to critical security incidents outside of regular business hours.
Stay up-to-date with the latest cybersecurity threats, vulnerabilities, and industry best practices.
#LI-Hybrid
What you have to offer:
Qualifications:
Mandatory:
An undergraduate degree or diploma in computer science, information security, or a related technical discipline.
3+ years of industry experience working in Cybersecurity operations (e.g., SOC Analyst/Specialist, Incident Responder).
Strong understanding of network and system security concepts, including TCP/IP, operating systems (Windows, Linux), common attack vectors, and defensive strategies.
Proficiency in using a variety of security tools and technologies, including but not limited to: SIEM, EDR, IDS/IPS, Firewalls, Email security gateways, Proxy, etc.
Excellent analytical and problem-solving skills with a methodical approach to complex investigations.
Strong attention to detail and the ability to work effectively and make sound decisions under pressure during critical incidents.
Ability to work on on-call rotations, including nights and weekends, to respond to security incidents outside of regular business hours.
Excellent written and verbal communication skills, with the ability to articulate technical information clearly to both technical and non-technical audiences.
Strong interpersonal skills, with the ability to build rapport and collaborate effectively with diverse teams and external partners.
Relevant industry certification such as Security+, CySA+, CEH, or equivalent.
Nice to have:
Proven experience working directly in or closely with Managed Security Service Providers (MSSPs).
Knowledge and experience working in a complex retail technology environment is highly desired.
Experience in Digital Forensics and Incident Response (DFIR) beyond typical SecOps, involving complex and large-scale incidents such as Business Email Compromise (BEC), Ransomware, or Website Compromise.
Advanced technical industry certifications in the field of DFIR, such as GCIH, GCFA, or similar.
At Sobeys we require our teammates to have the ability to adhere to a hybrid work model that requires your presence at one of our office locations at least three days per week. This requirement is integral to our commitment to team collaboration and the overall success of our office culture.
We offer a comprehensive Total Rewards package, which varies by role and designed to help our teammates to live better u2013 physically, financially and emotionally.
Some websites share our job opportunities and may provide salary estimates without our knowledge. These estimates are based on similar jobs and postings for general comparison, but these numbers are not provided by our organization nor monitored for accuracy.
We will consider factors such as your working location, work experience and skills as well as internal equity, and market conditions to ensure the selected candidate is paid fairly and competitively. We look forward to discussing the specific compensation details relevant to this role with candidates who are selected to move forward in the recruitment process.
Our Total Rewards programs, for full-time teammates, goes well beyond your paycheque:
Competitive Benefits Package, tailored to meet your needs, including health and dental coverage, life, short- and long-term disability insurance.
Access to Virtual Health Care Platform and Employee and Family Assistance Program.
A Retirement and Savings Plan that provides you with the opportunity to build and add value to your savings.
A 10% in-store discount at our participating banners and access to a wide range of other discount programs, making your purchases more affordable.
Learning and Development Resources to fuel your professional growth.
Parental leave top-up
Paid Vacation and Days-off
We are committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.
Associate, Service Desk
Posted today
Job Viewed
Job Description
Job Description
Our team is looking to hire an Associate, Service Desk to support various brands, as part of Internet Companies Group (ICG), a division of Bell Canada serving both consumer and business needs across Canada.
LOCATION:
- Longueuil, Quebec
ABOUT THE OPPORTUNITY:
The Bilingual Associate, Service Desk will be responsible for providing technical support and assistance to end-users experiencing computer, software, and network-related issues. The ideal candidate must demonstrate strong problem-solving abilities, excellent communication skills, and be detail-oriented with the ability to document issues accurately and comprehensively.
The successful candidate must be proficient in both French and English, both orally and in writing, and possess a genuine passion for helping others resolve technology challenges.
KEY RESPONSIBILITIES:
- Provide technical assistance and support for incoming queries and issues from end-users related to computer systems, software, and hardware in both French and English
- Install, configure, and maintain computer systems and peripherals
- Manage user accounts and permissions in Active Directory
- Administer email systems and remote access tools
- Record, track, and document the problem-solving process and actions taken through to final resolution in the ticketing application
- Escalate service requests to the appropriate IS or Operational Support teams as required
- Assist with Service Desk/IT projects and initiatives as needed
- Maintain an inventory of IT equipment and supplies
- Ensure compliance with company policies and procedures
- Follow up with customers, provide feedback, and see problems through to resolution
- Develop solutions, answers, and document frequently asked questions for end users in the service desk environment
- Maintain strict confidentiality of information that may be disclosed when working on users' systems
- Other related duties as assigned
WORKING CONDITIONS:
- Hybrid working arrangement, with 2 to 3 days in office or as needed for real-time support needs.
CREDENTIALS:
- Bachelor's degree or College Diploma in Information Technology, Computer Science, or acceptable combination of education, training, and experience
- Professional certifications in information technology or product certifications would be considered assets (CompTIA A+, Network+, or similar)
- Minimum one (1) year's experience in a Help Desk or IT support role with knowledge of advanced computer hardware including mobile devices and virtual environments
LANGUAGE REQUIREMENTS:
- Fluency in both French and English (written and spoken)
SKILLS & ABILITIES:
- Strong knowledge of Windows and Mac operating systems
- Knowledge in O365 Admin (Exchange, SharePoint, OneDrive, and Teams), Active Directory (including Azure AD), and Intune
- Familiarity with Microsoft Office Suite and common business applications
- Basic knowledge of network infrastructure and security principles
- Ability to utilize PowerShell scripting for automation and task management
- Knowledge of ITIL practices
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Strong organizational and time management skills
(ENGLISH VERSION FOLLOWS)
VOICI CE QUI EST PRÉVU POUR VOUS
Expérimentez une multitude d'opportunités que seule une entreprise en pleine croissance peut offrir en rejoignant une équipe dynamique qui travaille avec vigilance pour remodeler le paysage des télécommunications.
Le cœur et l'âme de notre programme de rémunération sont construits sur les fondations de notre vision, de notre mission et de nos valeurs.
- Un programme de prestations médicales et dentaires d'entreprise de premier plan.
- Nombreux autres avantages.
- Vous aurez des opportunités de croissance et de développement.
La diversité et l'inclusion sont importantes chez nous. Nous apprécions l'unicité de chaque individu et croyons que nos différences nous rendent plus forts. On s'engage à offrir un lieu de travail garantissant l'égalité des chances, le développement et l'avancement pour tous.
QUE SE PASSE-T-IL APRÈS L'ENVOI DE VOTRE CANDIDATURE ?
Si votre candidature correspond aux critères de recherche du responsable, vous pourriez être contacté pour un entretien préliminaire.
En raison du grand nombre de candidatures, tous les postulants n'ayant pas été contactés ne seront pas retenus.
La diversité et l'inclusion sont importantes pour nous. Nous apprécions l'unicité de chaque individu et croyons que nos différences nous rendent plus forts. On s'engage à offrir un lieu de travail garantissant l'égalité des chances, le développement et l'avancement pour tous les employés actuels et futurs.
Des aménagements sont disponibles sur demande pour les candidats participant à tous les aspects du processus de sélection. Pour une demande confidentielle, envoyez simplement un courriel directement à votre recruteur.
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HERE’S WHAT’S IN IT FOR YOU:
Experience a wealth of opportunities that only a growing company can offer by joining a dynamic team that’s vigilantly working together towards reshaping the telecommunications landscape.
The heart and soul of our compensation program is built from the foundation of our vision, mission and values.
- Industry-leading Corporate Medical and Dental benefits program, in addition to many other perks.
- We promote work-life balance with generous PTO.
- We provide a great work environment!
- Opportunities for growth & development.
Diversity and inclusion are very important to us. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger. We are committed to providing a workplace that ensures equal opportunities, development, and advancement for all.
WHAT HAPPENS AFTER YOU SUBMIT YOUR APPLICATION?
If your application matches the manager’s search criteria, you may be contacted for a pre-screen interview.
Due to high volumes of applications, not all applicants who submit an application will be contacted.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly.
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Service Desk Dispatcher
Posted today
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Job Description
Job Description
Salary:
The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource. The role coordinates tasks, escalations and communicates with both external and internal stakeholders. This role is crucial for maintaining our commitment to exceptional customer service.
Qualifications:
- High school diploma or equivalent; additional education or certifications in IT or related fields is a plus.
Experience:
- Minimum 1+ years of experience in a customer-facing role, preferably in a support or service capacity, would be valuable. The candidate should be skilled in effective communication with users or clients, ensuring their satisfaction throughout the implementation and deployment processes.
- Experience building and maintaining support relationships with clients.
- Experience in a professional office environment.
Knowledge, Skills, and Abilities:
- A customer service mindset and excellent verbal and written communication skills.
- Strong organizational and multitasking skills with the ability to prioritize tasks effectively in a high paced environment.
- Excellent active listening and interpersonal skills.
- Proficiency in using computer software, including service management tools and Microsoft Office Suite.
- Basic understanding of IT concepts and terminology.
- Ability to work in a fast-paced environment and handle high-pressure situations with professionalism.
- Ability to process large amounts of variable information.
PRINCIPAL ACCOUNTABILITIES
- Receive, prioritize, and schedule service requests from clients.
- Coordinate and dispatch IT service technicians to client sites or remote support sessions.
- Monitor technician progress and update clients on the status of their service requests.
- Maintain accurate records of service requests, technician assignments, and work performed.
- Collaborate with the technical team to ensure appropriate resources are allocated to each task.
- Track and audit service tickets
- Maintain ongoing and professional customer communication, keeping them informed of incident progress, as well as notifying them of impending changes and agreed outages.
- Assist in managing and tracking inventory of IT equipment and parts.
- Provide administrative support to the service department as needed.
- Escalate service requests that cannot be scheduled within agreed service levels.
- Report the utilization of Support resources and successful completion of service requests to the Service Manager.
- Utilize the CRM system to provide improved support and services to clients.
Service Desk Analyst (Contract)
Posted today
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Job Description
Job Description
Description
Fixed Term Contract: 12 months contract.
At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.
The Service Desk Analyst is responsible to provide technology-related support and problem resolution to all employees of CI Financial and its subsidiaries, including Assante and Stonegate financial advisors and branch staff. This individual will support the user's incidents and requests promptly while maintaining a high standard of quality and service. They must work as a member of the team to support one another in brainstorming solutions and may be asked to mentor peers, assist in onboarding new employees, and develop and maintain knowledge articles for the team.
WHAT YOU WILL DO
- Handle inbound telephone and email inquiries for all user hardware, software applications and platforms
- Strive for resolution at first contact with minimal hand-offs as required
- Provide face-to-face service for customers as required on-site at corporate office locations in the Greater Toronto Area
- Deliver a high standard of customer services based on communication, professionalism, timeliness and accuracy of technical information provided
- Log requests, follow up on outstanding items and provide instructions and status updates to users in a clear, professional manner (written and verbal)
- Investigate and resolve issues using internal resources as well as conducting research from sources publicly available
- Determine the scope of user issues and escalate to the applicable team when appropriate following our Incident Management Process
- Prioritize and manage multiple requests based on urgency and scope of the issue
- Assist other teams with desk moves and deployments
- Work as a team and help determine the scope of user issues and escalate to applicable team or manager when appropriate
- Monitor queues and maintain service levels and wait times
- Maintain and promote within the team a high standard of customer service based on communication, professionalism, timeliness and accuracy of technical information provided
- May be asked to assist in handling call escalations from customers when appropriate and escalate to management when necessary
- May be asked to serve as an escalation and consultation point for other End User Support Specialists on the team
- Draft, edit, review and approve internal notifications
- Maintain team knowledge base, ensure internal resources about processes, systems and devices used by the company are up to date
- Represent Service desk and attend meetings when delegated to do so
- Assist with recording metrics and tracking the performance of the team
- Coordination of the ITS "Did You Know" newsletter, ensuring that an edition with a relevant topic is sent out at regularly scheduled intervals.
- Assist Service Desk manager with onboarding and training of new hires
- Assist in planning, development, review and indexing of new materials and programs for training
- Maintain knowledge and help keep internal resources about our Services and Applications up to date
- Share knowledge to the team as it becomes available using the appropriate tools
WHAT YOU WILL BRING
Education/Training
- University degree/college diploma or equivalent in an IT-related discipline.
- A+, Network + and/or ITIL certification
Experience
- Previous experience in a technology-related role
- Previous experience in a customer service role
- Familiarity with hardware, software applications and platforms used by CI Financial and its subsidiaries
- Previous experience using a ticketing system to log incidents and service requests
Knowledge, Skills & Abilities
- Technical and practical knowledge of Windows and iOS operating systems, as well as the MS Office suite of products
- Technical knowledge of end-user hardware including PCs, Apple devices
- Basic knowledge of networking including TCP/IP and Windows
- Good understanding of internet technologies (http, e-mail, VPN, etc.)
- Understanding of Active Directory and familiarity with managing user access
- Customer service oriented
- Strong written and verbal communication skills
- Excellent problem-solving skills
- Strong interpersonal skills
- Strong organizational skills
- Propensity to learn
- Typing at a medium to fast rate with accuracy
- Ability to manage client expectations by actively listening and communicating in a friendly, professional manner.
- Able to make sound judgments and decisions after a thorough investigation of an incident.
- Ability to prioritize and multi-task several requests in a short period.
- Willing to take initiative and ownership in assisting users, as well as during low call/email volumes.
WHAT WE OFFER
- Modern HQ location within walking distance from Union Station.
- Equipment Purchase Program.
- Training Reimbursement.
- Paid Professional Designations.
- Employee Share Purchase Program (ESPP).
- Corporate Discount Program.
- Enhanced group benefits.
- Parental Leave Top–up program.
- Fitness membership discounts.
- Volunteer paid Days.
We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.
Please submit your resume in confidence by clicking “Apply”. Only qualified candidates selected for an interview will be contacted. CI Financial Corp. and all of our affiliates (“CI”) are committed to fair and accessible employment practices and provide reasonable accommodations for persons with disabilities. If you require accommodations in order to apply for any job opportunities, require this posting in an additional format, or require accommodation at any stage of the recruitment process please contact us at , or call ext. 4747.
Manager, IT Service Desk - North America
Posted today
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Job Description
Job Description
Reporting to the Director, Global Service Desk, the
Manager, Service Desk
has overall responsibility for the Service Desk support and service delivery. This includes but is not limited to incident management, hardware support, application support, end users support and escalations. Coupled with resource management, the focus is to be timely and effective by meeting and exceeding end usersu2019 expectations and the outlined SLAs and KPIs to improve the measured experiences. Provide leadership and direction to a geographically dispersed team that provides end user support. This role is based fully onsite out of our Mississauga office location.
Benefits
Health Insurance (includes Virtual Health, and HCSA)
Dental Insurance
Vision Insurance
Life Insurance
Long-term Disability
Short-term Disability
RRSP Match
Paid Vacation
Floating Days
Employee Assistance Program
Employee Engagement Events
Awards and Recognition
Tuition reimbursement
Service Awards
Employee Perks & Discounts
Job Responsibilities
Drive continuous service improvement and innovation, including meeting/exceeding SLAs.
Collect, analyze, and report on key Analyst performance metrics.
Timely response and resolution or escalation of all incidents and requests logged.
Provide desktop support to all internal users. This includes, but is not limited to technologies such as networks, end-point management solutions, remote access, telephony, and conferencing services.
Provide first level triage and report on successes u2013 first contact resolution.
Driving customer survey adoption and results.
Continuous reliability and responsiveness of all site-based technology through effective monitoring, proper maintenance, and timely resolution.
Drive a high standard of customer service excellence, through knowledge of IT general controls and a management style that fosters engagement and cohesiveness in a distributed team.
Collaborate with business partners to proactively mitigate service support risks.
Manage the Service Desk Support team in their day-to-day operations preventing backlog.
Proactively identify opportunities for process improvement, coaching, employee development or training needs within the Service Desk team.
Instill Problem Management discipline and work with others in IT to permanently resolve any identified problems.
Develop escalation procedures and act as primary point of escalation.
Derive and adhere to appropriate service levels according to business requirements in consultation with stakeholders.
Schedule staff to ensure relevant coverage both during regular operating hours and on call/standby, and after-hours support.
Create and maintain performance dashboards.
Audit and report on case quality based on Analyst performance and survey results.
Define KPIs, success metrics for improved performance.
Maintain inventory of all hardware and software assets by location related to operational utilization.
Contribute to the strategy of the department and drive implementation of department goals that support the companyu2019s core values.
Participate in the budgeting process.
Contribute to the development of a service-driven technology roadmap that will inform and guide the annual planning process.
Build productive and effective relationships with internal and external stakeholders as well as develop an understanding of the current needs of stakeholders, and an awareness of how to meet those needs.
Qualifications
Minimum 5 to 10 years of demonstrated IT/Service Desk Management experience in a multi-site, complex environment managing remote teams.
Must-have minimum of 3 to 5 years of experience as a people manager
Demonstrated experience in the operation and administration of (including but not limited to) servers, network switches, Wi-Fi infrastructure, mobile devices and MDM, asset and incident management systems, network management diagnostic tools, backup/restore, proactive monitoring tools, remote management tools, data center technologies (UPS/power, cooling), desktop hardware and imaging, printing.
Wide breadth of IT knowledge through exposure to a variety of technologies, both hardware/infrastructure and software/applications.
Superior trouble-shooting and analytical skills Strong leadership skills with focus to empower and develop the team, properly defining goals and providing feedback, and promoting team members'' ability to work independently.
Acute attention to detail, organized and precise to demonstrate Analytical, methodical and a strong problem-solver.
Strong oral and written communication skills paired with excellent listening skills
Experience supporting both onsite and remote users in a global environment. Ability to work with minimum supervision and guidance.
Strong adherence to best practice standards, and all departmental policies, processes, and procedures.
Strong leadership skills with focus to empower and develop the team. u201cRoll up the sleevesu201d attitude.
ITIL certification
15% business travel slated across North America
#LI-SM2
Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee''s sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, IKO. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity.
Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Manager, IT Service Desk - North America
Posted today
Job Viewed
Job Description
Job Description
Reporting to the Director, Global Service Desk, the
Manager, Service Desk
has overall responsibility for the Service Desk support and service delivery. This includes but is not limited to incident management, hardware support, application support, end users support and escalations. Coupled with resource management, the focus is to be timely and effective by meeting and exceeding end usersu2019 expectations and the outlined SLAs and KPIs to improve the measured experiences. Provide leadership and direction to a geographically dispersed team that provides end user support. This role is based fully onsite out of our Mississauga office location.
Benefits
Health Insurance (includes Virtual Health, and HCSA)
Dental Insurance
Vision Insurance
Life Insurance
Long-term Disability
Short-term Disability
RRSP Match
Paid Vacation
Floating Days
Employee Assistance Program
Employee Engagement Events
Awards and Recognition
Tuition reimbursement
Service Awards
Employee Perks & Discounts
Job Responsibilities
Drive continuous service improvement and innovation, including meeting/exceeding SLAs.
Collect, analyze, and report on key Analyst performance metrics.
Timely response and resolution or escalation of all incidents and requests logged.
Provide desktop support to all internal users. This includes, but is not limited to technologies such as networks, end-point management solutions, remote access, telephony, and conferencing services.
Provide first level triage and report on successes u2013 first contact resolution.
Driving customer survey adoption and results.
Continuous reliability and responsiveness of all site-based technology through effective monitoring, proper maintenance, and timely resolution.
Drive a high standard of customer service excellence, through knowledge of IT general controls and a management style that fosters engagement and cohesiveness in a distributed team.
Collaborate with business partners to proactively mitigate service support risks.
Manage the Service Desk Support team in their day-to-day operations preventing backlog.
Proactively identify opportunities for process improvement, coaching, employee development or training needs within the Service Desk team.
Instill Problem Management discipline and work with others in IT to permanently resolve any identified problems.
Develop escalation procedures and act as primary point of escalation.
Derive and adhere to appropriate service levels according to business requirements in consultation with stakeholders.
Schedule staff to ensure relevant coverage both during regular operating hours and on call/standby, and after-hours support.
Create and maintain performance dashboards.
Audit and report on case quality based on Analyst performance and survey results.
Define KPIs, success metrics for improved performance.
Maintain inventory of all hardware and software assets by location related to operational utilization.
Contribute to the strategy of the department and drive implementation of department goals that support the companyu2019s core values.
Participate in the budgeting process.
Contribute to the development of a service-driven technology roadmap that will inform and guide the annual planning process.
Build productive and effective relationships with internal and external stakeholders as well as develop an understanding of the current needs of stakeholders, and an awareness of how to meet those needs.
Qualifications
Minimum 5 to 10 years of demonstrated IT/Service Desk Management experience in a multi-site, complex environment managing remote teams.
Must-have minimum of 3 to 5 years of experience as a people manager
Demonstrated experience in the operation and administration of (including but not limited to) servers, network switches, Wi-Fi infrastructure, mobile devices and MDM, asset and incident management systems, network management diagnostic tools, backup/restore, proactive monitoring tools, remote management tools, data center technologies (UPS/power, cooling), desktop hardware and imaging, printing.
Wide breadth of IT knowledge through exposure to a variety of technologies, both hardware/infrastructure and software/applications.
Superior trouble-shooting and analytical skills Strong leadership skills with focus to empower and develop the team, properly defining goals and providing feedback, and promoting team members'' ability to work independently.
Acute attention to detail, organized and precise to demonstrate Analytical, methodical and a strong problem-solver.
Strong oral and written communication skills paired with excellent listening skills
Experience supporting both onsite and remote users in a global environment. Ability to work with minimum supervision and guidance.
Strong adherence to best practice standards, and all departmental policies, processes, and procedures.
Strong leadership skills with focus to empower and develop the team. u201cRoll up the sleevesu201d attitude.
ITIL certification
15% business travel slated across North America
#LI-SM2
Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee''s sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, IKO. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity.
Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
IT Service Desk Technician, Level 3
Posted today
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Job Description
Job Description
Description
Are you a driven IT professional with strong technical skills and a proven track record for maintaining positive client relationships? Do you possess sound judgment with the ability to resolve complex business issues? Do you excel in a fast-paced and dynamic work environment
CompuVision is currently looking for a Service Desk Technician, Level 3. The Service Desk Technician is responsible for providing senior level technical assistance and support to CompuVision internal and external clients related to computer systems, hardware, running diagnostic programs, isolating problems, and determining and implementing solutions. In addition to this, the Level 3 Technician is accountable to the tier 1 and 2 teams to assist with technical escalations that stretch beyond the tier 1 and 2 scope of support.
Culture is an integral part of working at CompuVision. Our company values represent the most important values, the ones we live by: Passionately Curious We challenge the status quo, seek continual improvement and are constantly learning.
Go Beyond, We show that we care through positively impacting others through our actions, properly communicating expectations and executing them consistently
Own It, We have courage to do what’s right, resolve to take responsibility, and grit to cross the finish line.
Serve as One, Together we are greater than the sum of our individuals, and teamwork is essential to success.
Our Noble Promise - “Developing Growth Minded People ” - Is the driving force behind our values and why we do what we do.
Key Responsibilities
Receive & Respond to tier 1 and tier 2 escalations.
- Install, modify and repair computer hardware & software.
- Run diagnostic programs to resolve computer problems.
- Advanced server & network device management.
- Resolve technical problems with Servers and network devices.
- Follow-up with clients and technicians to ensure incident and problem resolution.
- Train and educate CompuVision tier 1 & 2 technicians on technical standards.
Additional Responsibilities:
- Maintain accurate and up to date documentation during the course of incident resolution, and through the change management process.
- Maintain accurate and real time up to date timesheets.
- Facilitate & attend monthly training & team meetings as required.
- Participate in the on-call rotation (2 weeks every 7-8 weeks).
- Assist with overflow service requests during peak periods.
Skills Knowledge and Expertise
Education Requirements, Skills, and Knowledge
- Degree or Diploma in relevant field (nice to have, would accept experience over education)
- Microsoft MCSE, MCSA, or MCTIP (Current)
- Demonstrated experience in Cisco, Fortinet, VMWare and
- Minimum five years relevant IT experience fully supporting and building SMB environments.
- Demonstrated senior level expertise in
- Microsoft Office Suite
- Windows Server
- O365 / Exchange / Active Sync / smtp
- Active Directory
- GPO deployment and maintenance
- Firewalls and Switches
- VPNs
- Anti-Virus and Security Software
- TCP/IP/DHCP/DNS
- Hyper-V & VMWare
- Windows RDS & Citrix
- File permissions and file inheritance
- SQL Database and permissions
- PowerShell scripting
- Public Key Infrastructure
- Root cause analysis
Thank you for your interest in CompuVision. We appreciate all applications; however, only those candidates selected for an interview will be contacted.
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