Desktop Support Level II

DESKTOP SUPPORT LEVEL II

· Plays a significant role in global airspace safety?

· Has over 35 years of experience providing industry leading Air Traffic Control (ATC) simulation training systems and state-of-the-art Air Traffic Management (ATM) solutions?

· Offers a job-related training tuition reimbursement program and access to various professional development opportunities?

· Has work/life balance programs in place and offers a holistic benefits package that is fully customizable based on your specific needs?

If this sounds interesting, continue reading about our job opportunity below. Position Summary:

The Desktop Support Level II role is to manage our ticketing system and provide technical support and assistance to all Adacel employees.

Essential Duties and Responsibilities

· Assess and triage incoming tickets in a timely manner.

· Troubleshoot and resolve quick win tickets.

· Document technical issues and resolutions in a clear and concise manner.

· Ensure that tickets contain a clear path to the next steps and warm transfer to other technicians.

· Provide training and guidance to employees on the use of our systems and software.

· Setting up new workstations.

· Create new user accounts, shared mailboxes, distribution lists, etc.

Competencies

· Knowledge of Microsoft Office 365 applications and features, including Exchange Online and SharePoint.

· Experience with Active Directory and Azure AD.

· Familiarity with Windows and Linux operating systems.

· Knowledge of anti-spam and anti-malware software.

· Experience troubleshooting and resolving issues remotely.

· Strong communication and customer service skills.

· Ability to communicate technical ideas to non-technical people.

· Strong multitasking capabilities.

· Excellent time management skills.

Qualifications

Required

· Minimum of 3+ years of experience in IT support.

Desired

· Knowledge of Atlassian products (Jira and Confluence).

· Experience with ticketing systems (Jira Service Management, Zoho Desk).

· Familiarity with cybersecurity training platforms (KnowBe4).

· Familiarity with password vaults (LastPass).

· Antivirus/Malware protection (Cylance).

· Network management skills; help troubleshooting remote network issues and be part of the discussion about networking standards and IT vision.

· System administration; knowledge of hardware, appliances, configuration, maintenance, etc.

Other Qualifications

· Ability to adhere to Adacel’s Drug Free Workplace Policy.

· Ability to pass an Adacel background check while employed.

· Must currently have or have the ability to obtain a passport.

Physical Requirements

· Occasional lifting – up to 50 lbs.

· Repetitive wrist, hand, and finger movement.

Work Environment

· Location: Montreal, Quebec.

· Job Status: Full Time.

· Typically sitting at a desk.

Benefits

· Four weeks of vacation

· Company RRSP, SPSP (employer contribution), and TFSA

· Full (100%) employer-paid insurance program from day one of employment.

How to Apply

· You may apply by emailing your resumé to ***email_hidden***

· Include the position title in the subject line of your message.

Disclaimer

Adacel is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and protected veteran status.

This job description reflects management’s assignment of essential duties and responsibilities. It does not restrict the duties and responsibilities that may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties and responsibilities. If this job has a travel requirement, note that the frequency of travel may increase at any time due to adjustments in Adacel’s business needs.