At a Glance
- Tasks: Support IT operations and manage ticketing for cloud-hosted software and local infrastructure.
- Company: Join Jenoptik, a leader in photonic solutions with a global presence.
- Benefits: Competitive salary, hands-on experience, and opportunities for growth.
- Other info: Dynamic work environment with a focus on innovation and collaboration.
- Why this job: Be the go-to tech guru and make a real impact on user experiences.
- Qualifications: 2+ years in IT support, strong communication skills, and a passion for technology.
The predicted salary is between 62100 - 75900 $ per year.
We create photonic solutions to shape the world of tomorrow, together with people who embrace brilliant ideas with openness and curiosity. With teams in over 80 countries, we offer you the opportunity to reach your full potential.
We are seeking a reliable and technically oriented System Support Specialist to join our team on-site at our customer’s facility. In this role, you will serve as the primary point of contact for daily IT operations, owning the lifecycle of support tickets from initial receipt to resolution or escalation. Your focus will be on supporting our proprietary, cloud-hosted in-house software and maintaining the local IT infrastructure, with a specific emphasis on printing solutions. This is an ideal role for a hands-on technician who enjoys direct user interaction, thrives in a stable, business-hours environment, and has a knack for organizing and prioritizing technical issues.
KEY RESPONSIBILITIES:
- Ticket Management & Issue Resolution
- Own the Ticketing Lifecycle: Act as the primary owner of the IT ticketing system. Ensure all incoming requests are logged, categorized, and tracked accurately.
- Triage & Prioritization: Assess incoming tickets for urgency and impact. Prioritize critical issues (e.g., system outages, major printing failures) over routine requests.
- Direct Issue Resolution: Resolve Level 1 and Level 2 support tickets independently, including user access and account issues, software navigation and training queries, and local hardware and network connectivity problems.
- Escalation Management: Identify issues that require specialized attention. Clearly document troubleshooting steps taken and elevate to the appropriate internal groups with detailed context to ensure efficient handover.
- Communication: Keep users informed of ticket status and expected resolution times throughout the process.
- In-House Software Support (Cloud-Hosted)
- Serve as the first line of support for our proprietary, cloud-based applications. Troubleshoot user access issues, login problems, and software errors.
- Use basic understanding of software architecture to accurately report bugs, reproduce issues, and relay user feedback to the support team.
- Monitor cloud service status and coordinate with cloud providers if outages or performance issues arise.
- On-Site IT Infrastructure Management
- Manage and maintain the local network infrastructure. Install, configure, and troubleshoot network printers, scanners, and multifunction devices.
- Resolve hardware connectivity issues, paper jams, driver conflicts, and print queue bottlenecks.
- Perform routine maintenance checks on networking equipment to ensure stability.
- Enforce security policies regarding user access, password management, and device usage.
- Monitor for potential security incidents and elevate to the security team if necessary.
- Ensure local devices and printers are patched and configured according to security standards.
QUALIFICATIONS & SKILLS:
- Experience: 2+ years of experience in IT support, system administration, or a similar technical role.
- Technical Knowledge: Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs). Hands-on experience with printer/server setup and troubleshooting. Familiarity with cloud-hosted applications and web-based software. Basic proficiency with Windows and/or macOS operating systems.
- Cybersecurity Knowledge: Understanding of core security principles. Knowledge of common threats and how to mitigate them. Experience with Multi-Factor Authentication (MFA) and Identity and Access Management (IAM) concepts.
- Software Development Fundamentals (Preferred): Knowledge of basic coding concepts is a strong plus. Ability to read basic logs or error messages to assist in troubleshooting.
- Soft Skills: Excellent communication skills with the ability to explain technical concepts to non-technical users. Strong organizational skills with the ability to manage multiple tickets and priorities simultaneously. Patient, empathetic, and customer-service oriented.
- Availability: Must be available to work standard business hours and be physically present on-site during these times.
- Preferred Qualifications (Nice to Have): CompTIA A+ or Network+ certification. Experience with IT Service Management (ITSM) tools. Basic scripting knowledge for automation tasks. Understanding of API basics or RESTful services.
System Support Specialist – Vancouver in Mississauga employer: Jenoptik Group
Jenoptik is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for Field Service Technicians in the vibrant Metro Vancouver area. With competitive compensation, comprehensive training, and clear pathways for career advancement, employees are empowered to grow their skills while contributing to meaningful projects that enhance road safety and community well-being. The supportive work environment, combined with the opportunity to work outdoors and engage with cutting-edge technology, makes Jenoptik a rewarding choice for those seeking a fulfilling career.
