Job Description :The chosen candidate will report to: Manager of Information Technology Infrastructure
This role will be part of an IT infrastructure team that will be asked, amongst other things, to ensure exceptional customer service, provide support and administration for critical IT infrastructure and exhibit leadership throughout their day-to-day activities. This position will also be responsible for managing the corporate mobility platform, including the corporate MDM platform as well as basic IT related administrative duties as required.

Must Have Primary Skills :

• Provide exceptional customer service to both our corporate and field employees in resolving their IT related issues via telephone, email, walk-up and ServiceNow ticketing system. ·        
• Work closely with Network and applications teams to develop, maintain and ensure IT systems are highly available, redundant and provide exceptional performance for employees ·        
• Respond to, document, and resolve all IT related support issues logged in ServiceNow ·        
• Exhibit exceptional leadership qualities and display initiative that will proactively reduce future issues, outages or problems for client employees ·       
• Monitor, communicate and assist in the resolution of identified issues related to critical IT infrastructure systems
• Provide support for and participation in the implementation and operation of information and functional systems for the organization, including mobility, software applications, network, phone systems and end-user computers ·         
• Collaborate with internal stakeholders to develop and maintain documentation on critical system infrastructure ·        
• Work within established configuration and change management policies to ensure awareness, approval and success of changes made to corporate and field infrastructure ·        
• Participate in all phases of IT network and infrastructure related projects ·        
• Participate in the on-call support rotation

Nice To Have Secondary Skills :

• The role of Information Technology Helpdesk is also responsible for answering and responding to corporate and field employee issues and requests via telephone, email and ServiceNow.
• Additionally, this role will be responsible for aiding the other functional IT teams in their day to day corporate activities including, cloud & SaaS applications, network device monitoring and field IT servers, workstations, printers, and telephony projects.  

Proven Experience In :

• BSc. in Computer Science, Technical College or related experience ·        
• Proven working experience in a helpdesk / service desk role with 1-2 years experience     
• Proven hands-on IT support experience ·        
• Understanding and experience with managing end-user computers, servers, networks and telecommunication systems ·        
• Ability to effectively communicate technology, infrastructure and process needs at all staffing levels (Field to Boardroom)  
• This is a high growth, fast paced small organization.
• The ability to be productive and successful in an intense work environment is critical.
• Participation in an on-call rotation is expected.