Fire Protection Inc, a proud member of the Onyx-Fire family of companies and a leader in the Canadian fire protection service industry and we are seeking an adept Helpdesk Technician with a minimum of 2-4 years of hands-on experience supporting customers in complex IT infrastructures.
The ideal candidate should possess robust communication and collaboration skills, along with experience in EDR/XDR tools, Active Directory, Windows Server administration, and Office 365 administration. Possession of CCNA and CompTIA certifications would be a strong asset.
Responsibilities:
Level 1 Support:
- Act as the initial point of contact for the internal team seeking technical assistance via phone or email related to hardware (laptops, phones, printers, etc.), internal applications, and server/network infrastructure.
- Conduct onsite and remote troubleshooting through diagnostic techniques and insightful questions.
- Determine optimal solutions based on the issue and details provided by customers.
- Guide customers through the problem-solving process.
- Escalate unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Document events and problems, along with their resolutions, in logs.
- Follow up and update customer status and information.
- Relay customer feedback or suggestions to the appropriate internal team.
- Identify and propose possible improvements to procedures.
- Adhere to and promote the company's core values, processes, policies, and Occupational Health and Safety protocols.
Inventory Management:
- Oversee and maintain accurate records of IT hardware and software inventory.
- Collaborate with relevant teams to optimize inventory levels.
- Conduct regular audits to ensure inventory accuracy.
EDR/XDR Tools:
- Monitor and respond to security incidents and threats effectively.
Active Directory Management:
- Create, modify, and manage user accounts, groups, and permissions.
Office 365 Administration:
- Manage user accounts, licenses, and security settings.
Network Monitoring:
- Monitor network performance, troubleshoot connectivity issues, and ensure optimal network operation.
- Collaborate with network engineers to optimize network infrastructure.
Documentation:
- Maintain accurate and up-to-date documentation of system configurations, processes, and procedures.
- Create technical documentation and guides as needed.
Incident Response:
- Participate in incident response activities, including identifying, mitigating, and recovering from security incidents.
- Collaborate with the security team to develop incident response plans.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Minimum of 2-4 years of experience as an IT help desk technician.
- Proficiency in EDR/XDR tools.
- In-depth knowledge of Active Directory management and Windows Server administration.
- Experience with Office 365 administration and cloud-based services.
- Good understanding of network monitoring and troubleshooting.
- Excellent problem-solving and analytical skills.
- Strong communication and collaboration abilities.
- Relevant certifications such as CCNA and CompTIA are a plus.
Join Us: Headquartered in Mississauga, with deep operations throughout Canada, Onyx-Fire Protection Services is the quality choice for local and national clients alike
Job Types: Full-time, Permanent
Benefits:
- Company car
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
Work Location: In person