Senior Service Centre Specialist
Resolute Technology Solutions Inc
Winnipeg, MB
Reporting to the Service Centre Team Lead, the Senior Service Centre Specialist will provide technical support to staff of Resolute (RTS) and their clients as assigned. You will lead technical projects within your area of expertise and be responsible for ensuring that issues are resolved within established service levels. The ability to provide ELITE customer service with a focus on recognizing potential problems and taking preventative action, is integral to RTS’s success in the industry. If you take pride in your ability to provide service levels above and beyond the call of duty, then this is the role for you!

You will be responsible for:
Perform all active directory administration tasks as required in a Windows environment
Assess recurring issues and create automated processes to eliminate manual tasks
Build software packages for distribution using a variety of tools
Respond to email and phone requests for technical assistance through established helpdesk ticketing system
Analyze and diagnose second level problems reported by end-users and formulate viable solutions to satisfy user’s requirements
Resolve complex end-user issues in consultation with other consultants, specialists and/or analysts
Mentor other deskside staff with the resolution of their ticket/issues as required
Troubleshoot and resolve issues with workstation hardware and software
Be proficient at providing effective onsite client support leveraging strong interpersonal skills to exceed client expectations
Setup and deploy IT equipment including PCs, phones and peripherals for new employees
Perform remote desktop support for client, corporate and home office employees
Work with fellow members of the IT department to accomplish assigned projects
Train users in various software and operating system activities as required
Receive general direction on key objectives and guidance on complex unconventional problems when required
Perform departmental and/or corporate office moves and additions
Ensure Resolute standards and policies are solidly applied throughout the desktop environment
Create new or recommend improvements to desktop standard policies, processes and procedures for both internal and external clients
Evaluate, recommend and implement desktop tools for both internal and external clients
Coordinate and provide leadership, coach other desktop support analysts within the defined support team.
Maintain a library of build images and related process documentation
Able to provide on call support as required
Perform other related duties as assigned

What you bring to the table:
Computer Science degree, college diploma or equivalent experience and training
5 years progressive experience in IT Support positions
7+ years’ experience installing and maintaining personal computers and servers and related hardware, software, printer and networks7+ years’ experience working providing PC/Mac support and/or in a Helpdesk environment
Significant, deep expertise in the following product areas and functions:
Windows 10, Outlook and Office
Administering Office 365
Use of Group Policy
Microsoft’s automated desktop deployment tools including SCCM and GPO
Administering a Windows 10 environment including Patch Management
Automated software distribution tools such as SCCM and SpecOps
End User Technology selection and implementation experience
Experience with Windows Active Directory 2003 - 2019R2 and Exchange 2003-2013
Experience with various remote takeover tools and technologies
Strong troubleshooting ability with the ability to communicate with other technical groups within the IT department
Team Lead experience would be a huge asset to your career growth at Resolute
Must have solid understanding of networking concepts, with the ability to troubleshoot basic connectivity between devices such as switch, routers and firewalls. Familiar with DNS, DHCP, TCP/IP, etc.
Ability to build Windows and Mac based workstations and install software applications
Experience with AutoPilot would be a definite asset
Experience with remote infrastructure monitoring tools a definite asset
The ability to create processes, procedures and set technical direction for the other technical staff on the Deskside support team
Able to coordinate/lead junior technicians in troubleshooting more advanced issues and achieving objectives
Familiar with all ITIL processes
Create and maintain support documentation for reference and team building
Certifications such as MCSE, Network+, A+, CCNA, RHCP a definite asset
Some experience with Apple hardware and software products an asset
Follow established security SOPs and guidelines within an organisation

What RTS gives back to you:
A collaborative and creative work environment that truly values and cares about their employees as people
Bonus Program
Comprehensive benefits package
Training and education opportunities
A fun and inclusive team building environment
If you have any questions, please contact our resident Talent Acquisition Specialist - Marny Barnes or visit our Career Page for more opportunities! We are not able to hire or sponsor out of country applicants that do not have a current Permanent resident status or Work Visa.