Senior Technical Support Specialist

Green Infrastructure Partners (GIP) has an opportunity available for the position of Senior Technical Support Specialist in our office based in Ottawa, ON.

Green Infrastructure Partners (GIP) is one of Canada’s largest and most diversified infrastructure companies. We derisk the most challenging parts of construction by offering vertically integrated infrastructure solutions for public and private projects of every scale.

For over 40 years, our teams have been designing, delivering, and maintaining infrastructure for Canada’s growing cities. From excavating and demolition to foundations, paving, and the production of materials, we have the unique ability to complete an entire project without the need for subcontractors. Green is in our name because we believe in the necessity of sustainable solutions. We’re leaders in energy efficiency and we’re at the forefront of incorporating recycled and reused materials.

With our sights set on building a better tomorrow, we’re committed to long-term relationships and long-term thinking. We uphold the highest standards of safety and quality, ensuring every project provides the greatest benefits to our customers with the least disruption to our communities. The work we do shapes the future of our cities and will pave a new path for the future of our industry.The ideal candidate will have a strong analytical and problem-solving background with the ability to train and communicate effectively. The job requires excellent technical understanding which includes but is not limited to hardware, software, and networking systems. This position will be reporting to the Director, Information & Technology.

Job Duties

· Ensure the security and confidentiality of all information managed by the Information Technology (IT) department in support of the company’s operations and legislation.

· Ensure the ongoing protection and integrity of the information systems, technology and assets of the company.

· Promote and represent the corporate culture and core values in all aspects of the job duties.

Technical:

· Identify, research and resolve technical requests by using tools available to efficiently diagnose and resolve them.

· Install, modify, and repair computer hardware, software, and accessories.

· Prepare requisitions for hardware, software, and other IT-related purchases.

· Perform hardware and software relocation and reconfiguration.

· Document and monitorhardware, software,and network resources to ensure a high level of availability, performance, security, and integrity.

· Document all network infrastructure changes.

· Create and maintain Standard Operating Procedures (SOP) to assist with efficiency and reduce reactive hours.

· Manage IT assets through our onboarding and offboarding processes.

· Complete all assigned quarterly objectives including training.

· Remain up to date with current and future emerging technologies in the IT industry.

· Assist with the execution of IT projects.

Ticket Triaging:

· Record and accurately document all incidents, services, and changes in the ticketing system following ITIL best practices.

· Determine issue priorities and execute timely and accordingly.

· Monitor and analyze tickets to take preventative action to ensure service levels are met.

· 2nd level support.

Manage User Expectations:

· Set reasonable follow-up time based on the current ticket backlog and availability of resources.

· Properly assess and effectively communicate the next steps to internal and external customers.

· Provides end-user technical support.

Ensure User Satisfaction:

· Respond to calls and emails within the set time outlined by our KPIs.

· Follow-up with customers on tickets throughout the lifecycle of the ticket.

· Assist with “on-call” responsibilities

Qualifications:

· Degree or post-secondary education in Computer Science

· Minimum 5-7 years of Information Technology experience

· Industry certifications are preferred, specifically ITIL, Microsoft, VMWare and Cisco.

· Strong critical thinking and problems solving skills.

· Excellent written and oral communication skills.

· Exceptional customer service skills with a focus on proactive service delivery and support.

· Strong understanding of technologies such as Active Directory, Group Policies, Windows Servers, MS Exchange, MS Office, VoIP, VPN, MDM, Firewalls and Network Security.

· Driver’s License (Class G)

We offer competitive compensation, a comprehensive benefits package, and the opportunity to work for a stable and growing company.

If you’re a high-energy, self-motivated individual who is eager to learn and willing to work hard in a team-oriented, challenging environment, we want to talk to you!

Green Infrastructure Partners Inc. “GIP” is an equal opportunity employer and encourages females, Aboriginal people, persons with disabilities and members of visible minorities to apply.

We seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.

We thank you for your interest however, only qualified candidates will be contacted.