Security Engineer strengthening network and infrastructure security for ShyftLabs’ enterprise data technology clients. Advising stakeholders on architecture, controls, compliance, and secure automation.
About the role
- Network Administration Technician providing tiered end-user IT support for IESO, which manages Ontario’s electricity system. Maintaining hardware, software, systems, and service operations across GTA locations.
Responsibilities
- Provide front-line support to IESO users for standard IT services
- Triage service requests and incidents, resolve them or escalate as necessary
- Provide first-level support and second-level support for some business applications
- Manage the full lifecycle of desktop end-user hardware, including laptops, desktops, telephones, printers, and peripherals
- Manage the full lifecycle of desktop end-user software, including operating systems, applications, utilities, and management agents
- Troubleshoot business user issues and provide operational, application, and technical support through hands-on, phone, and remote channels
- Provide tier 2 IT service support and communicate progress according to service levels
- Monitor incident and request queues and complete resolutions or standard requests promptly
- Provide technology support for IESO events, including audio/video equipment
- Follow up with external service providers and IT functional departments through call resolution
- Collaborate with IT teams and business users regarding system concerns
- Provide backup support to other IT functions
- Assist with IT project and application lifecycle tasks
- Maintain hardware and software inventories and software license compliance
- Create and maintain procedures, guidelines, and technical documentation
- Analyze and recommend hardware and software standards
- Support patch management, produce compliance reports, and remediate noncompliant systems
- Perform systems administration and maintenance
- Evaluate Windows workstation applications and software patches for compatibility and compliance
- Move staff and end-user computing equipment between IESO sites
Requirements
- Experience in an enterprise environment providing Service Desk support
- Experience imaging new computers and deploying end-user hardware, including printers, mobile devices, telephones, and specialized equipment
- Excellent understanding of Active Directory and user management
- Ability to troubleshoot and search for solutions using available tools, internet, ticketing systems, and manuals
- Knowledge of computer architecture and networking
- Experience with IT Service Management software such as Ivanti Enterprise Service Management Neurons
- Experience installing, configuring, and maintaining end-user hardware and associated equipment
- Experience supporting Microsoft-based and other applications
- Experience administering telephone systems
- Experience administering printer/scanning hardware
- Experience setting up end-user hardware
- Ability to create end-user documentation
- Understanding of project management concepts and practice, including project lifecycle
- Ability to work outside normal business hours, including evenings and weekends
- Experience migrating to Windows 11
- Experience using tools such as Altiris for software packaging
- Up to four years of experience considered necessary
- Valid Ontario driver's licence
- Reliable access to a personal vehicle
- Legally eligible to work in Canada
- Subject to applicable background checks
Benefits
- Defined benefit pension plan
- Comprehensive total rewards program
- Dynamic learning and development opportunities
- Job rotations to broaden expertise
- Career development support
- Collaborative team environment
- Mileage reimbursement in accordance with IESO policy
- Compensation packages regularly reviewed to remain competitive
- Accommodation during the recruitment process
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Degree requirement
No Education Requirement
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