Groom & Associates(és)
IT Service Desk Manager – Level 2
Great opportunity for an IT support Technician This is a 3rd party hotel management company with over 65 Luxury hotels and office across Canada. They are looking for an IT Service Desk Technician to support their employees and staff (not the customers/hotel guests) on challenging IT tickets related to hardware and software. The company has been in a staple in Canadian luxury hotels management for 30 years.
Title: IT Service Desk Technician – Service Operations Group
Location: : Montreal, Sheraton Hotel near the airport. They are asking to come in 2 times a week, the rest can be done remotely
Position status: Full time permanent
Salary: 70k-75k + benefits + RRSP matching 1.5% + 3 week’s vacation
Currently they have a team of support engineers across Canada handling different regions. They have partnered and opened some new hotels over the past few years and are looking to bring on people who can help with the support.
Responsibilities include:
(Please note you are not required to be an expert in all things listed)
• Support customer environments by responding to add/move/change requests
• Implement new environments and optimize existing environments
• Contribute to planning efforts for disaster recovery, capacity expansion and component upgrading
• Contribute to efforts in multi-platform configuration and automation
• Produce and maintain documentation on installations, incidents, and procedures
• Install and configure tools for event monitoring, capacity planning, performance monitoring, etc.
• Make recommendations based on monitoring results and observations
• Level 1 and 2 troubleshooting and resolution of system problems
• Perform system software upgrades including scheduling, testing, and coordination
• Create and manage user accounts
• Configure data backups and recovery
• Participate in team meetings
• Participate in customer meetings and review sessions
• Contribute to general improvement projects of internal and external infrastructure and systems
Qualifications:
(Please note you are not required to be an expert in all things listed)
• Intermediate knowledge of Ethernet and TCP&UDP/IP networking
• Intermediate to advanced knowledge of Windows desktop and server technology
• Intermediate knowledge of L2 and L3 switches and hardware firewalls
• Intermediate knowledge of common infrastructure services and technologies (E.g., DNS, DHCP, LDAP, etc…)
• Experience supporting multi-site and remote implementations
• Experience using and implementing IPSec and SSL VPN solutions
• Experience using and implementing the VMWare hypervisor
• Experience using and implementing fibre channel and NAS storage arrays
• Experience supporting production internet environments
• The ability to rapidly self-educate on new concepts and tools
• The ability to communicate complex technical information in straightforward terms
• Working knowledge of Windows batch and PowerShell and/or VBScript scripting
• Strong communication skills in English (French an asset)
• 4+ years of experience in the IT industry and at least 1 year of experience in a similar role
• Advanced education at the university, CEGEP, or accredited program levels is preferred
• Industry certifications from leading vendors, frameworks (E.g., ITIL) and standards organizations are preferred
• Experience working in the hospitality industry, with POS infrastructure, or with PMS infrastructure is advantageous
• A strong desire and ability to be a first point of contact for external and remote customers
• A strong desire and ability to continue learning and to stay ahead of the typical customer’s knowledge and experience
• A strong desire and ability to lead improvement projects and see them through to the end
• A strong desire and ability to work closely with other team members and to help them grow and gain new skills and knowledge
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