• IT Support Specialist

    Job Location CA-BC-Vancouver
    Job ID
    # Positions
    Job Type
    Permanent Full Time
  • Job Description

    IT Support Specialist

    Vancouver, BC


    Reporting to the IT Support Lead US, Avigilon is seeking a capable, dynamic, experienced, and highly qualified IT Support Specialist to be a key member of our IT Support team. This role will be responsible and accountable for supporting Avigilon’s internal staff as well as key aspects of Avigilon’s corporate IT assets and ensuring availability.


    Scope of Role / Prime Accountabilities:

    • Service Desk and Desk Side client support
    • Windows / Linux desktop support
    • Ensuring desktop operating systems and applications are patched to current levels
    • Centralized antivirus / malware solution is closely monitored; Remediating / containing any malware or virus incidents within desktop environment
    • Voice, telephony, video conferencing support
    • ITIL / infrastructure process, standards and documentation
    • Email / exchange / active directory
    • VPN / remote connectivity
    • Incident management and documentation
    • IT projects as required
    • Producing procedural and support technical documentation
    • Maintaining and developing assigned technologies

    Responsibilities include:

    • Monitor, develop, maintain and troubleshoot assigned technology systems in an SME capacity
    • Provide front line support as an SME
    • Ensure required high availability of all corporate IT assets that are supported by the IT Support Team
    • Ensure existing infrastructure supports organizational business requirements
    • Drive continuous improvement and best practice administration and support of key assigned corporate IT Service Desk areas and other assignments as required
    • Ensure formal SLA’s that meet business requirements are adhered to
    • Participate in on-call rotation and be generally available for after-hours support in a best effort capacity
    • Ensure incident response and management protocols and process are effectively and consistently followed
    • Act as level I / II support for incidents and business impacting client issues; Act as backup at times for other team members
    • Ensure high quality on time completion of all support services and verbal commitments; Provide effective oral and written status updates and presentations
    • Ensure support tickets are closed in a timely manner and appropriate resolutions are documented within the incident ticket
    • Ensure effective ITIL infrastructure process and policies are adhered to
    • Ensure security measures, systems, controls and policies to protect corporate assets, systems and intellectual property are adhered to
    • Ensure effective and accurate IT asset tracking and management
    • Ensure effective and accurate tracking and logging of support related issues
    • Provide effective desktop and helpdesk support across the scope of the role
    • Proactively identify and effectively communicate and package systemic IT related issues and problems requiring root cause analysis and solution development
    • Create descriptive and professional user software and other installation documentation which is end user friendly, intelligible and well packaged
    • Create and update application and system runbooks
    • Ensure new hire onboarding is executed flawlessly with no follow-up support issues


    • Degree or diploma in a related Infrastructure / IT area or discipline or equivalent experience
    • Minimum 2 years of experience as a successful IT Support Specialist in high performing corporate infrastructure environments
    • ITIL, MCP, A+, N+ certified preferred
    • MCSA: Office 365 certification preferred
    • Cisco CCNA certification preferred
    • In-depth experience with broad scope of IT support domain areas and technologies
    • A highly effective hands-on practitioner with clear track record of successful delivery
    • Proven ability to troubleshoot, identify and remediate issues in an effective timely manner
    • Experience in a manufacturing environment would be an asset
    • Some travel may be required

    Technical Skills:

    • Windows 7 / 10 / 2008 / 2012 / 2016
    • Microsoft Exchange and Active Directory
    • Cisco Wireless
    • Microsoft Office 365 Administration
    • TIL Service Desk & Change Management
    • LANDesk or similar Service Management tool



    Follow and learn more about Avigilon at:

    Website: avigilon.com

    Facebook: facebook.com/avigiloncorporation

    Twitter: twitter.com/avigilon

    YouTube: youtube.com/user/avigilon


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