Title: | Infrastructure Support Analyst |
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ID: | 1190 |
Department: | Information Technology |
Job Type: | Full Time |
Location: | Toronto |
Job Summary:
The Business Technology Department at Wakefield is responsible for the development, implementation and support of all business systems. Working in a state-of-the-art Microsoft environment (Dynamics ERP, CRM 363, Office), you will be a member of a dynamic team of business-centric technology professionals.
This position is responsible for providing internal business technology support within Wakefield Canada including core application support, incident management, tracking and response, and enterprise level system monitoring. The role is multifaceted, with a focus on providing superior technical and user support to our 200 users across Canada; and also with a significant project side to it – working on new implementations with our applications team, managing vendors across various technologies, and working on RFQ’s and pilots.
Key Accountabilities:
- Handle business technology support requests (software, hardware, and communication) from end users through phone, e-mail, and Labtec helpdesk software.
- Provide user setup and deskside or remote training on key business systems, including the Microsoft desktop suite.
- Monitor and maintain the Wakefield Canada systems environment, including servers (Cisco UCS, SAN), networks (WAN / VLAN), communications, desktop / mobile hardware and software, Mitel VOIP, Firewall (Fortinet), Backup and DRP.
- Work with 3rd Party consultants as appropriate for escalation and next level support.
- Provide local and remote support for office equipment including phone systems, system printers / photocopiers, and audio visual equipment.
- Special projects and participation as required.
Key Competencies:
- Self-starter who works well independently and is also a great team player.
- Professional attitude together with a drive to get things done through perseverance, influence and collaboration.
- Strong communication skills, both verbal and written. French bilingual is a definite asset.
- Demonstrated problem solving, project and change management skills Able to handle multiple concurrent priorities in a fast changing environment.
- Experience in vendor management, including sourcing, negotiating, and developing SLA’s and service contracts.
Education / Experience:
- Post-secondary diploma or degree in Computer Science or a Technology discipline.
- Demonstrated understanding of hardware operation, application installation, and first level trouble shooting for network operations.
- Strong knowledge in core Microsoft technologies, including Active Directory, Windows Server, Exchange, and familiarity with SQL Server and Dynamics.
- 2+ years’ experience managing projects.
- Familiarity with EDI standards and protocols.
- Ability to effectively present and clarify requirements, expectations, ideas, and concepts to internal project teams and clients where necessary.
- Some programming experience is a plus.
Working Conditions:
- Office environment, occasional travel within Canada.