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Specialist, IT Operations (3-Month Contract)

Vancouver, British Columbia, Canada

We are looking for an enthusiastic IT Operations Support specialist to join our Vancouver IS team. The Information Systems Networking team (IS Net) resides within the Information Systems group and is responsible for the management, operations, maintenance, and security for the IT infrastructure that supports the organization. This is a full-time work from office role, the Support specialist is the first level of support for end-users often involving numerous client interactions and troubleshooting. You will provide support to both local and remote users, maintain system documentation, and contribute to IS projects as required. The team is made up of several sub-teams that are collaborative and effectively apply technology to solve complex problems, which has been a key factor to the firm’s success. This is a fantastic opportunity to be part of strategic team, whose scope and importance continues to grow.

What You Will Do
  • Resolve Tier 1 and Tier 2 technical support issues (related to end user devices, applications, networking); escalating to Tier 3 technical support where appropriate.
  • Provide remote support to end user over MS Teams, Phone, or email.
  • Coordinate with end-users for a ticket/issue status to provide faster resolution
  • Follow standardized operating procedures.
  • Create process document for newly identified solution and maintain existing documents.
  • Create training document/video and publish them on Viva learning.
  • Strive to ensure high level of end-user experience and other performance metrics while meeting Company expectations
  • Participate in team huddles to help ensure the success of the team and organization
  • Identify improvement opportunities to reduce operational cost and increase efficiencies
  • Be willing to work from office every day and flexible with hours when required to meet company deadlines
What You Bring
  • 2 - 3 years of relevant experience providing Tier 1,2 technical customer support
  • Excellent communication and customer service skills
  • Degree or diploma in Computer Science, Information Management, or Information Technology
  • Experience with Microsoft products (M 365, Entra ID, Azure, Intune, and Windows)
  • Experience with SharePoint and OneDrive administration.
  • Knowledge of Azure Virtual Desktop. 
  • Experience creating knowledge documents.
  • Ability to deal with end user issues, portray a positive service attitude and provide quality support.
  • Ability to understand and analyze end-user issues by type and severity for problem determination and resolution
  • Must be approachable and have attention to detail, including full incident documentation and completion
  • Ability to work with minimum level of supervision, assess workload and make recommendations for improvement
  • Current Microsoft and Azure certifications is an asset
  • Knowledge on ITIL framework is an asset
The salary range for this position is $40,000-$50,000.  The salary range provided reflects the base salary range for this position as required by legislation. In addition, there is an annual performance bonus which contributes to the total compensation of this position. Further questions may be directed to the HR team during the interview process.

#LI-HYBRID #LI-JB1

For a closer look at how you can build your career with us, we invite you to explore cclgroup.com.  

CC&L Financial Group is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, ethnicity, religion, sexual orientation or expression, disability, or age.  

Your application will be reviewed by a member of the hiring team - AI is not used in the screening, assessment or selection of applications at this time.  

 

 

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