Junior IT Technician

With 8 branches supporting Ontario and the United States, Q2 Management is an industry leader in the quality inspection services sector of the automotive industry. Q2 operates at all levels in the automotive supply chain, ensuring that vehicles are defect free and safe for families throughout the world. This is your chance to join a team that prides itself on providing highly effective customer service backed by a reliable and robust proprietary technology, InspeQ Tech.

The Junior IT Support Technician will provide IT support to team members and customers in a professional and effective manner. The incumbent will oversee data backups and run scheduled disaster recovery operations, as well as maintain IT Knowledge Base and Asset Tracking Systems. The successful candidate will be customer service oriented and have demonstrated critical thinking and problem-solving skills.

Day to Day:

• At shift start you will check emails and triage any support requests

• At 9:00 AM you will participate in an IT team SCRUM meeting, to provide updates on tasks

• After SCRUM, your primary duty will be fulfilling IT support requests

o Use and update JIRA confluence to complete support tickets

o Use JIRA service desk to manage and follow up on support tickets

• Employ Q2 Management's core values in all aspects of the role:

o Empowerment

o Ownership

o Care

o Honesty

o Transparency

Role Description:

• Provide first level support to Office and Field team members across Canada and the US

• Liaise with field staff to set up and troubleshoot desktops, laptops, tablets, cell phones, printers, servers

• Software installation, troubleshooting, and testing

• Maintaining asset tracking for company equipment

• Maintain and contribute content to Q2 Knowledge Base (JIRA Confluence)

• Maintain SLA targets of: ticket response time of one (1) hour and tick resolution time of three (3) hours

• Evaluate technical challenges and provide solutions

• Manage server configuration and deployment

• Identify and propose systemic improvements to processes

• Coordinate with vendors for service procurement / management

• Testing data backup and restore operations

• Ad hoc projects as assigned

Role Benefits:

• On the job training

• Work from home (95% - some items might require visiting our Newmarket Office)

• 8:30 AM - 4:30 PM, Monday to Friday

• Medical, Dental, Vision, Disability and Life Insurance Coverage

• Paid Vacation & Personal Emergency Leave

Role Requirements:

• Excellent oral and written communication skills

• Demonstrated Customer service excellence

• Detail oriented

• Ability to communicate technical information to non-technical personnel

• Ability to work as part of a team and independently

• Demonstrated ability to analyze and resolve technical issues

• Ability to multi-task and prioritize issues under high stress situations

• Experience with a Microsoft 365 environment

• Experience using server administration tools

• Working experience with MySQL and MySQL workbench

• Experience with scripting (PowerShell / Bash)

• Reliable means of transportation

Nice to Have's:

• Experience with Amazon Web Services

• Experience with JIRA

o Service Management

o Confluence

• Experience with ManageEngine

• Programming Experience

• Certifications

#Q2ON