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Position overview

As part of the Merrithew IT Team, the IT Support Technician will be a team player, willing to handle all support requests with courtesy and professionalism under stressful situations and tight deadlines. You should have an excellent ability to solve problems using your in-depth knowledge of information systems and computing solutions. A successful IT Support Technician will protect our critical systems and assets, provide desk side and remote support to all end users, assist with the installation and configuration of new hardware and software, provide user training, and assist with the documentation of internal procedures based on industry best practices. This entry level position is a great opportunity for an IT Support Technician looking to grow and be part of a progressive team.

Major responsibilities

• Serving as the first point of contact for IT support within the organization both in person and remote
• Installing, configuring and maintaining software and hardware components of computer and network systems
• Diagnosing and troubleshooting software, hardware and network connectivity issues
• Troubleshooting and replacing damaged computer and network components
• Assisting with the configuration and maintenance of networked computer systems, including hardware and software
• Provide end user orientation and training based on company standards and guidelines
• Assist with the implementation and enforcement of security systems and measures including MFA to safeguard the corporate network and data, password policies, antivirus/antimalware software, wireless security, etc.
• Assist with the monitoring of the data center health using existing management tools, review logs and respond to issues as they arise
• Perform routine and scheduled audits of all systems including backups, to anticipate potential problems and take action to solve them before they impact users
• Assist with server administration and maintenance tasks including user/group creation/update, security permissions, group policies, print services, etc.
• Work as a member of the IT Team to maintain internal infrastructure including servers, routers, switches, firewalls, laptop and desktop computers, Mac computers, printers, VoIP phones, etc.
• Assist with the documentation of processes and procedures pertaining to hardware, software and systems maintenance
• Prepare step by step guides for users to follow when system changes are introduced
• Work as a member of the IT Team to provide timely, accurate, and comprehensive technical support to internal staff
• Any other IT related duties that may be assigned from time to time

Skills and qualifications

• Post-secondary education in Computer Science or relevant disciplines
• IT professional certification(s) from Microsoft and VMware preferred
• Proven work experience with Microsoft Active Directory, including user/group security permissions, group policies, print services
• Proven work experience with Microsoft 365 cloud based services, including Exchange Online and Teams
• Proven work experience with VMware vSphere virtualization technologies
• Proven work experience with network security hardware and software technologies, including firewalls, anti-virus and anti-malware solutions, email and wireless security
• Knowledge of Windows and Mac integration
• Excellent critical thinking and problem solving skills
• Excellent time management skills, detail-oriented and focused
• Excellent written and verbal communication skills
• Ability to prioritize workloads and manage multiple projects at one time
• Ability to work in a fast-paced environment with evolving priorities and deadlines
• Desire to work in a collaborative environment with technical and non-technical stakeholders

Additional requirements

• Ability to lift 50 pounds
• Some travel required between our Yonge and Eglinton and Scarborough locations (must have own transportation)
• Must be flexible to occasionally work outside of regular business hours to ensure systems security and functionality