● Provide on-site IT support for our Toronto office, assisting employees with hardware and software issues.
● Provide remote IT support for our EMEA/US offices, assisting employees with hardware and software issues.
● Manage and resolve IT support tickets, ensuring timely response and resolution.
● Review IT tickets that have received user replies after the assigned IT member’s working hours and respond accordingly.
● Handle VPN issues, especially for users posting in internal IT support channels.
● Respond to Google Meet Kit notifications and assist in troubleshooting video conferencing issues.
● Monitor and act on IT system alerts, escalating as needed.
● Address IT-related requests posted in Slack channels.
Onboarding, Offboarding & Internal IT Processes
● Oversee employee onboarding, ensuring new hires receive necessary IT equipment, accounts and access.
● Assist in employee offboarding, managing all required IT steps except for the physical device collection on-site.
● Process internal transfers, ensuring IT systems are updated accordingly.
● Handle contingent worker extensions, working with HR and IT teams for approvals.
● Process Google Group change requests and Slack channel additions.
● Assist in handling IT process approvals, ensuring compliance with internal procedures.
Asset Management & IT Systems Administration
● Manage IT assets, ensuring accurate records of hardware and software in Toronto.
● Update Uniflow badging systems and communicate changes via Slack.
● Coordinate with vendors for hardware procurement and inventory management.
● Support Google Workspace administration, assisting with group memberships and access control.