Service Desk Administrator Jobs

Onlia’s mission: Bring clarity to Insurance

Onlia offers innovative digital insurance and a telematics app that incentivises good driving to the Ontario market. Onlia’s mission is to bring clarity to insurance and simplify consumer’s relationship with their insurance company through a digital experience, and best in class customer service. Launched in 2018, Onlia is a joint venture between Achmea, the largest insurance group of the Netherlands, and Fairfax Financial, a Canadian-based financial holding company. ­

We are here to disrupt insurance in Ontario and are building a team of heavy hitters to make that a reality. We work collaboratively in a fast-paced and agile environment. Every member of our team is empowered to take ownership of their role, and to assist in the build of a best-in-class experience for our customers.

Our success depends on our people, productivity, and procedures. Our culture is based on shared success, finding simplicity in everything, making an impact and being open and honest in everything we do. As the Service Desk Administrator, you are responsible to deliver superior service and create a data and technology centric organization. Reporting to VP of IT, the Service Desk Administrator ensures an effective, reliable desktop experience for all corporate technology users in a primarily Microsoft environment. This position involves new hire onboarding, identity / access management and for assembling workstations or installing the required applications. This role includes being part of a team environment and providing immediate support through our network technology, systems applications and office infrastructure. We are looking for a modern IT hero that will help build an online company that will challenge the way insurance is done in Canada. If this sounds like you, keep reading!

Key Accountabilities:

KA 1 Monitor Day to day operations of the office hardware and software. Laptops, Office 365 productivity Suite, Availability, performance and security of network and services. Collaborate in team and with vendors to maintain service levels. Report on SLA status and define improvement plans to meet SLA

KA 2 Provide hands-on support as lead of service desk, including provisioning hardware and software, resolving issues, coordinating associated purchasing, and facilitating additions with vendors. Responsible for desktops, telephony, office automation, development environments, productivity tools and security hard- and software

KA 3 Execute License management, Identity and access management, On- and offboarding, inventory Management and ITIL controls for the office environment and our production environment. Participate in regular auditing of end-user access, service request status, and hardware inventory.

KA 4 Document knowledge, standard procedures and communicate with end-users about processes, technology, request and issues.

Qualifications:

• Proficient in configuration, installing, troubleshooting, automating or the equivalent for current operating systems (Windows 10/MacOS/iOS/Android)
• Experience with Office 365, Confluence, Azure, Mimecast, Jamf, KnowBe4, Cisco Meraki hardware and cloud. Excellent verbal and written, communication and presentation skills in English.
• Demonstrated commitment to ongoing professional and technical development.
• Minimum 3 years’ experience in office infrastructure space, consulting, or finance/insurance vertical.
• Ability to work successfully within functional and cross-functional teams and independently in a proactive manner.
• Experience and knowledge managing multi-site infrastructure is an asset, including basic understanding of networking concepts such as routers, AP, switches, firewalls, and VPN.
• Strong interpersonal and customer service skills with the ability to build strong relationships at all levels.
• Ownership of procuring, testing, servicing, and setting hardware standards for Onlia.
• Post-secondary education and / or equivalent on the job experience.
• Relevant education, certification or training in network or security is an asset.

WORKING AT ONLIA

Our aim is to create a workforce that is diverse, promotes positivity, and demonstrates the values of equality, fairness, and respect in everything we do. We are dedicated to an anti-discrimination approach and provide equal opportunity for employment and advancement throughout Onlia regardless of gender, race, ethnicity, national origin, age, sexual orientation or identity, education, or disability. We respect and value diverse life experiences and cultures and ensure that all voices are valued and heard.

Onlia welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.