Description

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.RESPONSIBILITIES

• Drive efficiency by automating routine tasks in Active Directory using PowerShell scripting or Microsoft Flow
• Maintain an accurate up-to-date registry of all end-user hardware and software
• Procure hardware and software according to the defined process
• Deploy and configure end-user hardware based on defined standards
• Decommission end of life hardware per defined process
• Prioritize and manage multiple service requests based on urgency
• Coordination and execution of moves of employee hardware
• Develop and maintain key customer relationships with a focus on exemplary customer service and delivery
• Promote a professional work environment dedicated to customer service and teamwork
• Identify areas of continuous service improvement in End-User Administration
• Carry out end-user access configuration service requests per defined SLAs.
• Deliver a high standard of customer service based on communication, professionalism, timeliness and the accuracy of technical information provided
• Investigate and resolve issues using internal resources, vendor relationships, as well as conducting research from sources publicly and internally available
• Facilitate process improvement and automation by identifying and analyzing team requirements
• Build solutions in the service management tool including workflows for existing processes as well as supporting future process implementation
• Participate in and contribute to project planning and execution where applicable.

QUALIFICATION REQUIREMENTS Education/Training

• University degree/college diploma or equivalent in an IT-related discipline
• A+, MCITP, Network +, and/or ITIL certification are preferred or equivalent experience

Experience

• 2-5 years of experience administrating Active Directory
• 2-5 years of experience using PowerShell to automate tasks
• 2-5 years of experience using an ITIL based ITSM solution such as Service Now
• Experience using Microsoft Flow to automate routine tasks
• Previous experience with asset management, hardware lifecycle, and computer and mobile device deployment using SCCM/Intune or equivalent tools
• Previous experience in a customer service-oriented role
• Previous experience using an asset registry system to track the hardware/software lifecycle.

Knowledge, Skills, and Abilities

• Technical and practical knowledge of Microsoft Active Directory, Exchange Online, SCCM and Intune
• Technical and practical knowledge of Windows, Mac, iOS operating systems, MS Office suite
• Ability to drive Continuous Service Improvement
• Excellent customer service skills with the ability to work with end-users to drive change
• Strong written and verbal communication skills
• Excellent problem-solving skills
• Ability to manage client expectations by actively listening and communicating in a friendly, professional manner
• Ability to prioritize and multi-task several requests in a short period.
• Can adapt to the needs of different environments and people
• Willing to adapt to technology and process change
• Able to work independently or in a team with minimal supervision.

WORKING CONDITIONS

• Rotating 8-hour shift, to cover 8 am to 6 pm support window
• May require overtime depending on required activities
• Moderate physical labour required on occasion

WHAT YOU CAN EXPECT FROM US Our dedication to the Employee Experience at CI is aimed at supporting, empowering and inspiring our talented team through:

• Recognition & Compensation
• Training & Development
• Health & Well-being
• Communication & Feedback