Help Desk Analyst - Level 2

Founded in 1991, the Mircom Group of Companies is North America’s largest independent designer, manufacturer and distributor of intelligent building and life safety solutions. Reaching customers in over 100 countries worldwide, our portfolio includes: fire detection & alarm, communications & security, mass notification, nurse call, and building automation & smart technologies.

Mircom’s mission is to save lives and protect property by providing a line-up of innovative and advanced solutions which are scalable to satisfy diverse user demands, from small buildings to the largest complexes. Our unwavering commitment to North American manufacturing enables us to offer the highest quality and best competitive value across our vast range of products and solutions.

Summary:

Reports to the Manager of I.T Infrastructure and Security. Provides L2 (Tier 2) technical support and assistance; Monitors ticket queue; Provides L1 troubleshooting for network, hardware, and software tickets and escalates to the Network/Server Team as required

Duties and Responsibilities: 

• Taking telephone, email inquiries and troubleshooting hardware, software, and network problems both on-site and at remote offices
• On-Site support of Manufacturing and Production systems and workstations
• Microsoft 365 and Active Directory support and administration
• Install, upgrade, support and troubleshoot printers, computer hardware/software and other I.T equipment
• Manage I.T assets and coordinate workstation reimaging and deployments.
• Support mobile phones (Android, Apple)
• Understanding of VPN systems and protocols
• Working knowledge of VOIP/Teams based phone systems
• Solid knowledge of I.T best practices, I.T security procedures
• Provide essential support for Firewalls, Access points and routers.
• Understanding of DNS and DHCP
• Supporting Remote Desktop Services and RemoteApp
• Training users
• Other duties as assigned

Skills and Qualifications:

Required: 

• Associates degree, MIS or equivalent; or equivalent work experience
• 3-5 yrs. experience in an I.T. support role
• Microsoft Windows Operating Systems,
• Microsoft Office365
• Hardware/software installation and support
• Good Problem-Solving/Decision Making
• High level of basic skills (reading, writing, math)
• High level of skill in Word, Excel
• Excellent organizational skills
• Strong communication skills (verbal and written)
• Good analytical skills
• Good project management skills
• Good conflict management skills
• Team Skills
• Must be able to work on-site 5 days a week following COVID protocols and procedures

Nice to have:

• CompTIA A+
• Basic Linux System Understanding
• CompTIA Network + or equivalent
• Azure/A.D./Exchange admin experience
• Working Knowledge of Mac OS
• Knowledge of Cisco Products

What Mircom Offers:

• A great working environment
• Competitive salary
• Group Insurance benefits
• Company RRSP program

We are very interested in your hobbies, interest, and previous project experience.  Please give us some insight into why the opportunity and company are attractive to you.  

Interested applicants please include a copy of your resume and cover letter. Applicants are encouraged to submit any project documentation research papers, web links or other relevant documents that showcase their past work. Please share this job to people whom you think would be interested in a great career in a leading technology firm. 

We would like to thank all applicants for their interest in this position however only those selected for interviews will be contacted.

Mircom Group of Companies is an equal opportunity employer that considers all applicants regardless of cultural background, religion, marital status, sexual orientation, family status, disability or any other grounds as outlined in the Ontario Human Rights Code.  In compliance with the Accessibility for Ontarians with Disabilities Act, Mircom is committed to providing a welcoming and inclusive work environment for all individuals with disabilities in a respectful and dignified manner. Accommodations will be made available, upon request, to applicants who have specialized needs throughout the recruitment process. 

Disclaimer: 

Our company does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved in advance by our Company to provide resumes to this posting or web-site will be considered unsolicited and will not be considered. We will not pay any referral, placement or other fee for the supply of such unsolicited resumes or information.