IT Support Specialist

About the role

As an , you will play a crucial role in ensuring that our technology infrastructure runs smoothly and efficiently. You will be the first point of contact for technical issues, providing support to our team members and maintaining the systems that drive our innovative carbon capture technology. This position requires a proactive approach to problem-solving and a strong commitment to customer service, as you will be assisting users with a variety of IT-related challenges. Your expertise will help foster a productive work environment, enabling our team to focus on our mission of creating sustainable solutions for a cleaner planet.

Key facts

What you'll do

• Provide first-level technical support to employees, addressing hardware and software issues via phone, email, and in-person interactions.
• Troubleshoot and resolve problems related to desktops, laptops, printers, and other peripherals, ensuring minimal disruption to daily operations.
• Assist in the setup and configuration of new hardware and software, including operating systems and applications, to ensure a seamless onboarding process for new employees.
• Maintain and update documentation for IT processes, procedures, and user guides to enhance the knowledge base for both users and IT staff.
• Monitor and manage IT inventory, including tracking hardware assets and software licenses to ensure compliance and optimal resource allocation.
• Collaborate with other IT team members on projects aimed at improving system performance and user experience, contributing to a culture of continuous improvement.
• Implement security measures to protect sensitive information and ensure compliance with company policies and industry regulations.
• Provide training and support to employees on best practices for using technology effectively and securely, fostering a culture of tech-savviness within the organization.
• Assist in the evaluation and selection of new technologies and tools that can enhance operational efficiency and support Svante's growth.
• Participate in on-call support rotations, ensuring that technical assistance is available outside of regular business hours when necessary.
• Engage in ongoing professional development to stay current with emerging technologies and industry trends, bringing innovative ideas to the team.
• Support the IT team in troubleshooting network issues, including connectivity problems and performance bottlenecks, to ensure a reliable and efficient network environment.

Requirements

• A minimum of 2 years of experience in an IT support or technical support role, preferably in a corporate environment.
• Strong knowledge of Windows and macOS operating systems, as well as common software applications and tools.
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPN technologies.
• Excellent problem-solving skills with the ability to diagnose and resolve technical issues quickly and effectively.
• Strong communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
• Proven ability to work independently and as part of a team, demonstrating flexibility and adaptability in a fast-paced environment.

Nice to have

• Experience with cloud-based services such as Microsoft 365, Google Workspace, or similar platforms.
• Knowledge of ITIL frameworks and best practices for IT service management.
• Familiarity with ticketing systems and remote support tools, enhancing the efficiency of IT support operations.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are a plus.
• Previous experience in a startup or technology-focused company, understanding the unique challenges and dynamics of such environments.

Skills & tools

• Proficient in troubleshooting hardware and software issues across various devices.
• Strong understanding of cybersecurity principles and practices.
• Familiarity with remote support tools and ticketing systems to manage user requests efficiently.
• Ability to conduct training sessions and create user-friendly documentation.
• Knowledge of system monitoring tools to proactively identify and address potential issues.

Practical notes

• This position is based in Burnaby, British Columbia, and may require occasional travel to other office locations or client sites.
• The role may involve working outside of standard business hours during critical incidents or system upgrades.
• Candidates must be eligible to work in Canada and may need to provide proof of work authorization.
• The company offers opportunities for professional development and growth within the IT department.

Join Svante as an IT Support Specialist and contribute to our mission of advancing sustainable technology solutions. If you are passionate about technology and enjoy helping others, we encourage you to apply!