Technical Support Supervisor

Trooh is a leading American media company, reaching millions of Gen Z consumers on their daily journey throughout their college years. We have transformed the landscape with the integration of data, insights, and digital into large‑scale, sought‑after locations. As leaders in audience targeting to 18‑24‑year‑olds, we have built scale and impact through our campus environments in over 1000+ colleges and universities nationwide. Trooh’s extensive addressable media, spread across thousands of high dwell time locations, ensure high‑impact solutions to engage Gen Z consumers at the right time.

This is an exciting opportunity for an IT Supervisor to join our team in the Toronto office. At Trooh, we are proud to be Great Place to Work Certified, reflecting our commitment to fostering an environment where our team members can thrive. This leadership role will be supporting their team in maintenance, configuration and reliable operation of computer systems and servers. In this role you will be responsible for providing leadership and hands‑on expertise in desktop support, server infrastructure, cybersecurity, Microsoft administration, and other IT‑related functions to limit disruptions to the business.

This position will also lead our Network Operations Centre (NOC) with monitoring, maintaining, and optimizing the network infrastructure of our digital signage screens across the United States. You will use our CMS and RDP applications like Team Viewer to resolve all issues and proactively monitor and ensure successful deployment of digital content on our screens. You will play a critical role in ensuring the reliability, performance, and security of our network operations.

Responsibilities

• Give access to computer networks
• Report on the performance of computer systems and networks
• Respond to users experiencing difficulties with computer
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Participate in the redesign of applications and other software
• Supervise other technical support workers in this group
• Provide business systems, network and Internet support to users in response to identified difficulties
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Perform Web‑server backup and recovery operations
• Provide customer service

Internal IT

• Desktop support: answer, evaluate, and prioritize requests for assistance from internal users experiencing problems with hardware, software, networking and other computer related technologies. Ensure service level agreement targets are met and interactions are positive.
• Microsoft Administration: manage and administer Microsoft environments, including Active Directory, Exchange, and other Microsoft services ensuring proper licensing, updates, and compliance with Microsoft best practices.
• Server Infrastructure: oversee the maintenance of the server infrastructure, ensuring the availability, security, and optimal performance.
• Cybersecurity: develop, implement and maintain cybersecurity policies and practices to safeguard company data and systems; conduct regular security audits and vulnerability assessments.
• Vendor Management: manage relationships with IT vendors and service providers. Evaluate and select vendors, negotiate contracts, and ensure service delivery meets expectations.
• IT Policies: develop and implement all IT policies and procedures, including those for security, disaster recovery, purchasing, etc.
• Documentation: maintain comprehensive documentation for IT systems, configurations, and procedures.
• Backup and Disaster Recovery: develop and maintain robust backup and disaster recovery plans to ensure business continuity in the event of system failures or unforeseen incidents.
• IT Compliance: ensure compliance with relevant IT regulations, industry standards, and data protection requirements.
• Budget Management: optimize IT expenditures while ensuring the delivery of high‑quality services.

Network Operations Center

• Proactively manage and monitor all of Trooh’s digital signage assets across the USA using a combination of tools to ensure high connectivity and security.
• Manage and assist the team to provide technical support to field technicians by connecting to unattended devices and walking technicians through troubleshooting steps.
• Perform fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Maintain detailed record tracking and documentation of all technician visits including the problem‑solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Ensure proactive identification and resolution of issues to increase connectivity and minimize service disruptions.
• Implement and maintain network monitoring and visualization tools and systems to monitor network performance and security.
• Communicate regularly with the NOC and work closely with the Operations team to ensure timely completion of work orders and follow up on delays to meet Trooh standards and expectations.
• Other duties may be assigned.

What you offer:

• Bachelor's degree (B. A.) in Information Technology, Computer Science or a related field or equivalent professional experience
• IT technical certifications such as A+, Server +, MCTS, CCNA are an asset
• 3-5 years of troubleshooting/technical support experience; 2+ years of managerial experience
• Demonstrated hand on experience with the following:
• Advanced troubleshooting skills in desktops, laptops, mobile devices, routing, switching, wireless networking.
• IT network infrastructure operations and controls, ensuring the integrity of networks, servers, firewalls and physical security of IT assets.
• Management and monitoring tools, like TeamViewer, Zabbix, SimpleMDM.
• Cloud technologies like AWS, Azure, or Google Cloud, and understanding how to leverage cloud services for technology initiatives.
• Scripting languages such as Python, SQL, or PowerShell for automation and data analysis
• Data analysis tools like Excel or Python for data analysis and reporting.
• Experience in documenting process and monitoring performance metrics.
• Strong coaching, developing, coordinating and communication skills.
• Strong interpersonal skills, prior experience on assisting field technicians is an asset.
• Ability to manage multiple calls and tasks at one time.
• Will be required to be accessible, and on occasion, take after‑hours emergency support calls.

What a career at Trooh can offer you?

• Comprehensive Benefits: Health, dental, and retirement plans ( RRSP) to support your well‑being.
• Work Life Balance: Generous PTO, and a December holiday closure.
• Growth Opportunities: Access to online learning and leadership development.
• Additional Perks: Paid internships, referral bonuses, milestone recognition, and an Employee Assistance Program (EAP).

We appreciate the interest of all candidates, however, only candidates selected for an interview will be contacted.

Trooh is an equal opportunity employer. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to meet your needs.

Seniority level

• Mid-Senior level

Employment type

• Full‑time

Job function

• Information Technology
• Advertising Services

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