Technology Support Technician Tier 3

About the job

At the Trudell Medical Group of Companies our vision is to provide patients throughout the world with medical devices and services that make their lives better. The Group manufactures and globally markets some of the leading brands in respiratory care, including the AeroChamber® brand of valved holding chambers, the Aerobika® brand of OPEP devices, and the AeroEclipse® brand of nebulizers. Trudell Medical Limited is the Corporate entity within the Trudell Medical Group of Companies and operates out of our offices in London, Ontario Canada.

Technology Support Technician (Tier 1) is a role in our Corporate IT Service Desk team.

This is an office-based role with the option of a hybrid work arrangement.

Must be available to come into the London, Ontario office 3 days per week.

Your success in this role will be grounded in your values as a person who always acts with integrity and who treats everyone with respect. You continuously improve the systems and processes around you, and you take accountability for your work. You thrive in a team environment where you are open to learning from others, adjust to others’ styles, and drive hard to reach shared objectives. You have the ability to manage requirements elicitation activities with a variety of stakeholders and manage a workload that involves tasks from concurrently running initiatives.

You have a post-secondary diploma in IT with a concentration in networking or technology. You have a CompTIA A+ Certification as well as Windows and/or Azure Fundamentals and MS-900 MS365 Fundamentals. You have experience with Microsoft Server, Exchange Server and Azure Active Directory as well as DNS and DHCP servers, Firewalls and Proxy Servers (UTM). You have experience with Virtualization (Hyper-V, VMWare) and the Microsoft Office products including MS 365 E5 and Visio. You also have experience with enterprise-grade hardware and networking devices as well as experience with WAPs, switches and routers in wireless, copper and fiber environments. In addition, you have experience with mobile device management (MDM) and Public Key Infrastructure (PKI).

Reporting to the Director, Technology Solutions, you will install, maintain, test and repair systems. You will triage inbound service desk tickets and work to resolve routine technical problems with software and/or hardware or escalate to the appropriate subject matter expert.

Specifically, you will focus on:

Enterprise Network:

• Install and configure hardware and software
• Respond to tickets in accordance with SLA guidelines
• Record, track, and document the service desk request problem solving process including actions taken through to the final resolution
• Respond in timely manner to requests and issues
• Repair and replace equipment as needed
• Provide onsite and remote support to end users
• Assist in AV setups as needed for meetings
• Set up new workstations for users (deploying equipment, checking over account setups)
• A solid understanding of Windows (10/11) and Mac OS (Monterey/Ventura) devices
• Has a working knowledge of Azure Active Directory and Group Policy
• Has a working knowledge of Security Groups and permissions
• Ability to test new technology
• Create documentation for staff for training purpose.
• Deploy and support mobile devices and its respective management systems
• Maintain asset tracking for hardware and software licensing agreements
• Resolve Tier 1 support tickets

Internal Network Security:

• Assists with the Tier 2 Technician to develop and document security policies and procedures
• Maintain security standards for all operating units

Project Management:

• Assist with determining the ongoing support required for completed projects in conjunction with stakeholders
• Ensure all project documentation is complete and up to date

Trudell Medical Limited is an equal opportunity employer. We will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Should any applicant require accommodation or interview processes, please contact Human Resources.