About the role

Helpdesk Technician providing technical support for employees in BlueCat's Toronto office. Troubleshooting technical issues and managing IT assets with a customer-focused approach.

Responsibilities

Serve as the main point of contact for IT support requests in the Toronto office, providing technical assistance through the ticketing system, messaging platforms, and video conferencing tools.
Troubleshoot hardware, software, and connectivity issues using standard diagnostic techniques, while gathering additional information from end users as needed.
Manage and maintain IT assets, including Windows and Apple MacBook laptops, printers, user accounts, and internal documentation.
Install, configure, and upgrade operating systems (Windows, macOS, Linux) and third-party applications such as Microsoft 365.
Support and maintain VMware vSphere ESXi 7 environments.
Prioritize and manage incoming support tickets based on severity, urgency, and business impact.
Escalate unresolved issues to appropriate internal teams and collaborate to ensure timely resolution.
Maintain accurate ticket updates, detailed documentation, and professional communication with end users.
Deliver excellent customer service through clear communication, responsiveness, and a professional attitude.
Assist with hardware and service procurement in collaboration with the Senior Infrastructure Manager to support the Toronto office.
Perform additional duties and projects as assigned by management.

Relevant university degree, college diploma, or equivalent practical experience.
Strong knowledge of Microsoft Windows 10/11, Apple macOS, Linux, and Microsoft 365 in both Windows and macOS environments.
Basic understanding of IT troubleshooting methodologies and the ability to diagnose and resolve common technical issues.
Strong communication skills in English, with patience and professionalism when supporting end users.
Willingness to learn, grow within the IT organization, and pursue technical certifications.
Experience with asset management and IT procurement is considered an asset.
Experience supporting VMware vSphere ESXi environments is considered an asset.
Valid driver’s license is considered a plus.
Ability to safely lift and handle equipment weighing between 4–14 kg.