IT Support Manager leading globally distributed support teams at Magnet Forensics, a digital investigative software company. Improving employee technology enablement, issue resolution, and service delivery metrics.
About the role
- IT Support Specialist providing first-level support to employees and managing technical issues remotely in Canada. Handling requests, inventory assets, and user onboarding responsibilities.
Responsibilities
- Provide Level 1 technical support for PC, Mac, and mobile devices.
- Track and route technical issues and requests, meticulously documenting all resolutions.
- Create comprehensive documentation and conduct thorough testing of hardware and software.
- Efficiently manage inventory assets for hardware and software, ensuring accurate record-keeping.
- Oversee access management processes to ensure proper user permissions and security protocols.
- Assist with the seamless onboarding of new users including user account provisioning and mailbox creation through Active Directory and Google Workspace, equipment procurement and provisioning, and day one onboarding assistance.
Requirements
- Ability to articulate technical concepts and write user-friendly documentation for software and hardware.
- Proficiency in troubleshooting techniques for both Windows and Mac operating systems.
- Familiarity with Android and iOS mobile devices, coupled with effective troubleshooting skills.
- Expertise with tools and services including but not limited to Jira Service Desk, Snipe, Google Workspace, Workspace One and Jamf a plus.
- Bachelor's degree in Computer Science, Information Systems, or a related field.
- Strong interpersonal skills and a passion for problem-solving.
- Excellent organizational skills and attention to detail.
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