IT Support Technician
What We Do:
As one of the fastest growing insolvency firms in Canada, Bromwich+Smith’s goal is to help an ever-greater number of Canadians find relief from debt. We love to work here because we love to help people. We are a professional organization with a purpose to alleviate the challenges of debt for Canadians. Importantly, we are not a collection agency, nor do we lend money to people; we work directly with clients and their creditors to solve client challenges.
The Position
The IT Support Technician role is multi-faceted, requiring broad technical knowledge and a passion to provide exemplary end-user support. Reporting to the Director, Information Technology, the key function of the IT Support Technician is to provide Tier 1 internal technical support on the Bromwich+Smith IT Service Desk.
Additional responsibilities of the role include participation in the team’s on-call and scheduled after-hours maintenance rotation. The position is required to work on-site in the Calgary head office location and requires the ability to lift heavy objects, up to 50 lbs (25 kgs) on an occasional basis.
Key Accountabilities:
- Respond to technology incidents or service requests via tickets, phone, or email to diagnose and resolve issues within established SLAs.
- Manage personal/team ticket queues and provide appropriate client communication and follow-up.
- Progress tickets to higher level support tiers with appropriate technical troubleshooting and documentation.
- Respond to security alerts, threats and action as appropriate.
- Monitor and manage email SPAM and quarantine events.
- Respond to outages and issues as part of an incident management process.
- Participate in related projects as required.
Education, Knowledge & Skills:
- Diploma in an information technology program and required two years' experience, or equivalent information technology support experience.
- Strong end user support skills with the ability to convey technical concepts to non-technical colleagues.
- Strong interpersonal and communication skills.
- Strong organizational skills and ability to prioritize tasks.
- Ability to multi-task, self-direct, and manage time effectively.
- Requirement to work collaboratively with others to achieve results.
- Required skills:
- Proficient in Microsoft Windows 10/11 troubleshooting and management.
- Proficient in Microsoft 365 application support.
- Intermediate in Microsoft Entra identity and access management.
- Intermediate skills in desktop and laptop deployment, troubleshooting, maintenance and repair.
- Intermediate understanding of corporate networking and related protocols (DNS, DHCP, RDP).
- Preferred skills:
- Modern desktop support with Microsoft Intune, Autopilot and Defender.
- Azure IaaS and Windows multi-session VDI environments.
- Working knowledge of scripting using CLI and PowerShell.
- Microsoft SharePoint administration, site and permission management.
- Microsoft Power Automate and Microsoft 365 application suite integration.
Why Should You Apply?
- You will be part of a growing and dynamic Insolvency firm.
- We offer on the job training with an opportunity for growth and professional development.
- We offer a competitive salary with annual performance reviews, and incremental increases.
- We offer amazing health, dental, vision and paramedical benefits plan along with a generous Flexible Spending Account, and a company matching group savings program.
- We have great time off policies that include wellness days and paid vacation time.
Other details
- Job Family Information Technology
- Pay Type Salary
- Bromwich+Smith, 800 5th Avenue SW, Calgary, Alberta, Canada