IT Support Specialist, NA

About Vantage Data Centers

Vantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience.

Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

About Vantage Data Centers

Vantage Data Centres powers, cools, protects, and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across six markets in North America and five markets in Europe, Vantage has evolved data centre design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Our global business is growing quickly. In EMEA (Europe, Middle East, and Africa), we have sites in the UK, Ireland, Luxembourg, Germany, Switzerland, Poland and South Africa – with many more national and international sites to follow. This is a fantastic time to join Vantage and be part of our collective growth journey.

Technology & Systems Department

The Technology & Systems Department for Vantage Data Centres is very hands-on. In most cases, we specify, purchase, configure and maintain all networking and server hardware. We also work closely with partner VARs to learn about the latest technology changes so we can make informed purchase decisions. The IT department is always looking for ways to strike the best balance between technology, performance, and cost.

Vantage Technology & Systems also participates in designing each of our new data centre building’s networking infrastructure, including but not limited to diverse pathways connecting to carriers, meet-me room (MMR) hosting (rack, cabs, ladders, cross connect panels…), wireless AP (Access Points) coverage, etc. If you like getting your hands dirty and helping to design, build and maintain IT infrastructure in a modern data centre, then come work at Vantage. We are expanding with many new builds!

Position Overview

As a IT Support Specialist, you will play a crucial role in providing remote and on-site technical support to end-users across our global organization. As you will be working within a team environment and speaking to customers on a daily basis, your communication skills must be very strong. You will have an excellent understanding of ITIL methodologies and demonstrable experience of working on IT Requests, Incident management, Change Management and Problem Solving. You will utilize ServiceNow and Manage Engine as the primary IT Service Management (ITSM) solution to efficiently manage incidents, service requests, and other IT-related tasks. You will have the technical ability to support Win10 and 11, Mac OS, Active Directory and Azure Active Directory, Office 365 Administration including Teams and Exchange, Mobile Device Management and in office Print Support. You will handle issues escalated by our Helpdesk and have the ability to quickly troubleshoot and resolve complex IT issues. You will have the technical experience and excellent understanding of Active Directory, Azure and Office 365.

Duties

Work under limited supervision both independently and within a team environment.

Providing 1st / 2nd line support towards hardware, software, and networking issues (onsite and remote).

Work closely with other Global Support teams to resolve issues, manage IT Requests and provide assistance.

Following ITIL methodology, prioritise, log and track multiple issues through to resolution, within agreed time limits

Efficiently utilize ServiceNow, Manage Engine and other available tools to log, categorize, prioritize, and assign incidents and service requests.

Carry out requests and duties as directed by your line manager.

Support and maintain Video Conferencing equipment on site.

Highlighting repeat problems and potential system improvements.

Create, maintain, and update technical documentation.

Diagnose and resolve technical hardware and software issues on Windows and Apple Mac devices.

Provisioning/deprovisioning of users accounts across business systems.

Installing, maintaining, and supporting new software applications, hardware, and systems.

Perform required software / hardware / configuration if IT Changes and Supporting implementation of IT change related activities.

Provide support for various other software applications used within the organization.

Assist in the care and maintenance of computing, network and office equipment

Properly escalate unresolved issues to appropriate teams

Occasionally visiting other sites and offices

Be the face of the Technology & Systems Teams within your regional office

Job Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field.

3+ years (s) experience in a similar helpdesk environment.

Working within an ITIL environment. Preferably holding a current qualification.

Technical qualifications such as Comptia A+, Network + would be advantageous.

Good experience with Active Directory, Azure and Office 365, Cyber security, Antivirus & Firewalls

Experience of Agile methodologies would be an advantage.

Good knowledge of applicable software licensing terms, license models and enterprise maintenance and support contracts.

Proficient in incident management tools and IT service management platforms with a focus on global incident response (e.g., ITSM, Jira, ServiceNow).

Strong analytical and problem-solving skills with an emphasis on global root cause analysis.

Experience working in a Global enterprise organisation.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Ability to diagnose and troubleshoot basic technical issues

Familiarity with remote desktop applications and help desk software

Ability to provide step-by-step technical help, both written and verbal

Excellent customer service and problem-solving, presentation and interpersonal skills and the ability to interact and communicate with Senior Executive to CxO-level personnel and other global stakeholders

Work under limited supervision, both independently and within a team environment.

Travel is expected to be less than 10%

Bilingualism (French and English) is required for this position due to the nature of the role requiring interactions with vis-à-vis from the same department and stakeholders in the US, Europe and APAC

Please note: This is an onsite position. The offices are located at 2800 Rte Transcanadienne, Pointe-Claire QC H9R1B1 and 2900 avenue Marie-Curie Saint-Laurent (Québec) Canada H4S 2C2. Bilingualism French / English oral and written are essential to perform the work.