Position Title: Junior Support Specialist

Location: London, Ontario

Type of Employment: Full-Time, Permanent

Number of Vacancies: 1

Compensation: $20.00-23.00 per hour based on experience, plus a comprehensive benefits package

Hours:

• 40-44 hours per week
• Monday to Friday
• Evening, weekend, and overtime work, depending on business needs

• Occasional travel, including overnight business trips, may be required

Position Summary

The Junior Support Specialist's role contributes to a stable and secure end-user computer environment to ensure end users can accomplish their tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests, and escalating incidents when considered appropriate and necessary to maintain service-level expectations. Additionally, the Junior Support Specialist will complete project activities, maintain compliance, be available on call, and perform various other responsibilities.

Who are we?

Canusa Automotive Warehousing Inc. is a family-owned business that values workplace culture and safety. Canusa/APC provides opportunities to grow alongside accomplished industry leaders.

Visit our website to learn more about us at https://www.autopartscentres.com/.

Key Responsibilities

• Provide help desk support for incoming requests via ticketing system, telephone, chat, and self-service portal
• Prioritize, assign, and organize help desk service requests
• Ensure the ticketing system is accurate and up to date
• Provide support for laptops, printers, and peripheral devices, including providing hardware and software setup support
• Complete access requests, on/off boarding, access changes, application provisions, password resets, distribution list updates
• Maintain technical documentation regarding installation of software, configuration of hardware, and troubleshooting techniques

• Monitor PCs, servers, application performance, network problems/alerts using available tools

• Assist senior IT staff with managing and maintaining the enterprise network
• Assist senior IT staff with managing and maintaining server topology
• Manage and maintain desktop environments
• Provide support for problems related to Windows desktop, server and network software, and hardware for the Company
• Assist with server management
• Efficiently work on projects and meet established timelines
• Provide "How to" training on basic to intermediate application functions
• Participate in an after-hours on-call schedule rotation (evenings and weekends)
• Other duties as assigned by the Manager

Required Experience, Skills, and Abilities

Core Knowledge Requirements

• Proficiency with PC hardware installation and support (remote, on-site)
• General understanding of network devices such as routers, switches, and access points
• PC patch management
• Intermediate knowledge of Windows 10
• Experience with Active Directory configuration, planning, maintenance and troubleshooting
• Experience with Windows network services (DNS, DHCP, VPN)
• A fundamental understanding of VOIP telecommunications and networks
• Ability to understand or write scripts in Bash and PowerShell would be an asset
• Network monitoring and reporting tools
• Familiarity with endpoint security solutions
• Willingness to learn new skills
• Love of technology

Function-Specific Systems Knowledge Requirements

• Microsoft 0365 Infrastructure
• Firewalls
• Wireless Networks
• Windows Server topology
• Windows 10/11
• Active Directory
• Experience with Network / Application tools would be an asset (Compuware, Sniffer, WireShark)
• General Network (IP schema, Video, Cabling, DHCP)
• Network Management and Monitoring tools

Required:

• 1 or more years of experience
• Demonstrable troubleshooting abilities
• Good understanding of technical networking (IPv4, DNS, DHCP, VPN)
• Good knowledge of the Microsoft Windows Server environment
• Experience with PC Troubleshooting
• Strong planning and analysis skills
• Flexibility to work outside of normal business hours as required
• Strong writing, troubleshooting, and communication skills

Preferred Experience, Skills, and Abilities

Why work with us?

• A supportive culture with opportunity for a long-term career
• Joint Health and Safety Committee (JHSC)
• Employee and Family Assistance Program (EFAP)
• Comprehensive benefits package that includes:
  • Health insurance
  • Dental insurance
  • Out of country/province travel insurance
  • Long-term disability
  • Accidental death and dismemberment
  • Life insurance benefits
• Health Care Spending Account (HCSA)
• Deferred-Profit Sharing Plan (Retirement Savings Plan)
• Competitive wage based on experience
• Employee pricing on products
• Social club perks and employee appreciation events
• On-site parking
• Equal opportunity employer committed to diversity and inclusion. Accommodations are offered during the application process upon request

Transportation

Canusa Headquarters is not located on a bus route, so individual transportation will be required.

References

References from previous employment or education may be required.

Safety-Sensitive Position

This position is a safety-sensitive position. The employee must be free from impairment while at work and be fit for duty, as a high level of alertness is absolutely required.

INDHP