IT Administrator

Mississauga
Job description

Information Technology Administrator

WHY BoomerangFX?

BoomerangFX is more than just a SaaS tech company – we are North America’s fastest growing cloud-based enterprise software and digital marketing company serving the private healthcare industry including segments such as dermatology, cosmetic dental, vision, med spa, hair restoration and women’s health practices.

Our company is well-funded by international private equity. We have a market opportunity that is rare in its scale and powered by a strong business model, coupled with an impressive leadership team consisting of executives from Silicon Valley, Digital Marketing, Fintech and leading SaaS technology start-ups. Trusted by a growing community of leading physician owners, our product is commercialized and delivers the only cloud-based SaaS enterprise solution with feature-rich practice management dashboards, AI and integrated digital marketing tools to help our clients succeed in the marketplace.

POSITION SUMMARY

This role is a technical support position who oversees, manages, and maintains all aspects of information technology including but not limited to all computer hardware, networks & connections, printers, copiers, faxes, phone systems, mobile devices, email systems, televisions, and software support. Candidate will be the first level support provider, responsible for supporting end-users in organizations regarding technology, networking, communications, security appliances, and desktop/server related incidents.

You will be responsible for interacting with users at all levels within the organization and handle triage of IT related incidents. Also, in some cases, you will be responsible for liaising with technology vendors as part of the issue resolution process. Also, the candidate will be helping for both BoomerangFX and our sister company, SpaMedica for daily IT admin duties including all user onboarding, access management, networks, email/office365 systems and other software support. This is a role that requires you to be on-site at BoomerangFX office as well as occasional visits to the SpaMedica clinic.

PRIMARY RESPONSIBILITIES

  • Support corporate applications and networks in person and remotely while interacting with our staff.
  • Monitor and resolve customer incidents.
  • First responder for all incoming user requests (email, phone, helpdesk portal) from Global users
  • Work directly with users and vendors according to BoomerangFX guidelines
  • Provide accurate and timely resolutions to users’ inquiries by email, phone, or remote sessions
  • Efficiently triage and prioritize technical support requests based on the issue presented.
  • Follow up and track open support email / phone incidents to ensure timely resolution
  • After-hours maintenance and changes based on prepared MOPs (Method of Procedure)
  • Patch Management monitor, recommendation, and mitigation
  • Updating inventory and maintaining inventory database of user/customer environments
  • Preparing and revising documentation such as “how-to” guides and internal knowledgebase
  • Co-ordination with hardware and software vendors when required
  • Understand and work within SLA/SLO agreements
  • Create Problem records for issues that require further follow-up / permanent fixes

SECONDARY RESPONSIBILITIES

  • Assist with research if required to coach and mentor the members of the support team
  • Review, develop and recommend changes regarding support procedures
  • Assist team members with projects as required
  • Assist with audit support
  • Assist with bug tracking and vulnerability management
  • Support role in disaster recovery scenarios
  • Assist in the creation of Self-Help content such as quick start guides, learning paths, and On-Demand Training materials

EDUCATION AND EXPERIENCE

  • Minimum of bachelor’s degree or college diploma required, with emphasis on computer and IT related studies.
  • 2+ years practical business experience
  • Pursuit of one of the following certifications is an asset: Microsoft (MCSE or equivalent, CCNA, CCNP, Fortinet, Security+, A+, Network +, Unified Collaboration or Security focused)

Technical skills

  • Microsoft 365, Azure, Microsoft Exchange server, Active Directory, Windows server OS administration.
  • An understanding of switching, routing, security appliances and wireless in a corporate network
  • Experience with onboarding / offboarding end users.
  • Past professional experience in maintaining and supporting corporate offices is an asset
  • Ability to concisely document an issue and its solution
  • Able to adapt between competing solutions between multiple vendors
  • Professional experience operating and provisioning RMM tools preferred.
  • Able to work with minimal supervision, as well as within a team environment and possesses a “can-do” attitude
  • Able to handle stressful situations with focus on technical troubleshooting and multitasking skills
  • Able to work flexible hours, and might be on call 24/7 for IT support in case of emergency
  • Participating and managing after work hours events, meetings, workshops and filming from an IT perspective
  • Comfortable with dealing with customer support
  • Strong desire to learn, ability to work in a fast-paced environment
  • Excellent written and oral communications skills
  • Proven organizational and detailed capabilities in a cross departmental support role
  • Ability to concisely document an issue and its solution
  • Ethics – treat people with respect; keep commitments; Inspire the trust of others: work with integrity and ethically uphold organizational values.
  • Organization Support – Follow policies and procedures and complete tasks on time. Support organization’s goals and values.
  • Professionalism – approach others in a tactful manner. Treat others with respect regardless of their status or position.

Job Type: Full-time

Salary: $50,000.00-$60,000.00 per year

Benefits:

  • Dental care
  • Life insurance

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • Mississauga, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

  • What is your salary expectation?
  • Are you on a work permit?

Experience:

  • IT support: 1 year (preferred)

Licence/Certification:

  • CCNA (preferred)
  • MCSA (preferred)
  • ITIL Certification (preferred)
  • CompTIA A+ (preferred)
  • CompTIA Security+ (preferred)


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BoomerangFX

Mississauga