About New Age:
At the New Age Group, we have been an industry leader in managed security solutions for clients across Canada and the United States for over 20 years. We are currently growing and seeking a dynamic, highly motivated, and results-driven individual to join our IT Operations team. The successful candidate will possess demonstrated IT experience working in similar and modern business environments with an aptitude and initiative to stay abreast of new technologies and platforms. We offer a fast-paced and challenging work environment with the opportunity to gain experience and grow your career.
General Role Description:
The IT Analyst will work with cloud computing services in addition to on-premises computer and network hardware and software applications. They will research, install, configure, document, operate, and maintain technology solutions and products for the internal business and external clients. The successful candidate will provide various levels of technical services to ensure the company's IT Operations are maintained and remain operational in various conditions while maintaining a high level of customer service to internal and external users.
General Duties/Key Responsibilities (Including but not limited to):
Technical Support:

• Provide first-line technical support to end-users via phone, email or in-person.
• Troubleshoot and resolve hardware and software issues for desktops, laptops, printers, and other peripherals.
• Provide remote support to installation staff on all security product installation while onsite.
• Perform software and firmware updates as scheduled.
• Assist in maintaining and managing user accounts, permissions, and access rights.
• Collaborate with other IT team members to escalate and resolve complex issues.

Ticket Management:

• Create, track and prioritize support tickets using the IT service desk system (Jira).
• Ensure timely resolution of tickets and escalate unresolved tickets to L2 or VP of Operations.
• Log support time in Jira for billing purposes.
• Keep end-users informed with the status of their IT tickets.

Product Pre-Installation and Training:

• Prepare documentations required during the pre-installation.
• Conduct onboarding sessions with clients to get contract and other internal documents completed and signed prior to system installations.
• Provide product tutorial/training and guidance to end-user's post installation.

Product Staging:

• Work closely with Senior Project Manager and Operations Analyst in scheduling product staging.
• Conduct product staging to ensure quality standard is being met.
• Follow staging procedures and complete product checklist.
• Assist Operations team in preparing staged products to be packaged and shipped.

Documentation Management:

• Contribute to the development and improvement of IT processes and procedures including QRGs.
• Review and complete maintenance inspection/remote support reports within 5 days of receiving them.
• Document and maintain the configuration and set up of IT applications, systems, networks, and cloud applications.
• Maintain the accuracy of all IT documents, procedures, and QRGs.

Communication:

• Engage in regular IT-related and Operations team meetings with internal and external stakeholders.
• Contribute and assist with periodically sharing current technical information, knowledge and tips with users, clients, and colleagues through various internal communication channels.
• Keep internal stakeholders informed of any challenges or issues that may require escalation/attention.

** This role is not limited to the above listed responsibilities; other tasks may be assigned as required. **
Work & Education and Experience Requirements:

• Bachelor's degree in computer science, Information Technology, or related field.
• CompTIA ITF+/A+/Network+, Microsoft 365 or equivalent certification(s) would be an asset.
• Prior experience in a technical support role or IT helpdesk environment.
• Proven ability to troubleshoot and resolve technical issues using problem-solving skills hardware, software and network issues.
• Strong knowledge of Windows operating systems.
• Familiarity with Microsoft Office Suite and other common business applications.
• Demonstrated experience in Microsoft applications and platform (Office 365, Windows MS 265)
• Experience in ticketing systems (Jira).
• Strong analytic and organization skills with great attention to detail.
• Ability to work in a fast-paced environment.
• Proven ability to proactively learn new technologies.
• Excellent communication skills both in verbal and writing.
• Proficient in typing, minimum 60/wpm with high accuracy level is critical to this position.
• G Driver License, and own vehicle preferred.
• Reside within 30 kms from the Concord office.

The ideal candidate would demonstrate technical knowledge, progressive learning, strong problem solving and communication skills, with a strong aptitude for advancement.
Mandatory Requirements:
New Age Group is a well-recognized company in the security industry and to protect the safety of our customers, the successful candidate will be required to provide a clean Criminal Background Check for the past 5 years from Canada upon hiring. Given the nature of the work, the successful candidate must be flexible and available to work after business hours and on weekends when required. At this time, New Age Group will not be accepting applications outside of the Province of Ontario.
Job Types: Full-time, Permanent and 100% on-site
Schedule:

• 8-hour shift
• Monday to Friday

Starting Base Salary: $47,250.00
Benefits:

• Dental care
• Extended health care
• Vision care

As part of the hiring process, New Age will be conducting a very thorough work reference check. Please have references available upon request.

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