IT - Desktop Systems Specialist (Toronto)

Job Description:

• Ensure customer expectations are set and consistently met or exceeded.

• Manage methods and results to I.T. mission, vision and values.

• Acting as a liaison between the Canada regional IT and Cadence global IT to ensure that regional issues are managed to expectations.

• Assist in managing and maintaining correct levels of IT Hardware stock with the team through strict adherence to policies and procedures.

• Manage vendor relationships with Hardware/Software service providers.

• Manage your tickets to our specified SLAs, ensuring calls and requests are logged in the central Service Desk system and customer issues are responded to in a timely fashion.

• Support Cadence’s local or remote Canadian users with desktop and Server HW/SW issues with the highest service quality and customer satisfaction.

• Support the implementation and usage of global standards, policies, guidelines and procedures.

• Providing induction training for end-users in using basic tools used at Cadence.

• Assist various business units with upgrades and enhancements needed for Cadence product certification on various systems.

• Assist management to define/modify new policies and procedures as required.

• Assist/partner in leading bi-weekly technical meetings for your peers.

• Own 1-2 remote sites and provide support remotely and occasional travel for site visits/support.

• Team player, ensure the success of your teammates as we meet or exceed customer expectations.

Requisites:

• Bachelor Diploma degree in Computer Science or equivalent.

• 3 years of Desktop support or Service Desk experience in a blended environment of Microsoft and Apple technologies with Active Directory, Exchange, MS Office, etc.

• Mac/JAMF support experience

• Experience with Asset management.

• Strong understanding of SCCM

• Strong knowledge of Microsoft products: Windows 10, Office 365, Anti-Virus SW, Desktop Imaging and Management, remote management tools, VPN tools.

• Strong understanding on networking protocols like TCP/IP, DHCP a must.

Nice to have:

• Familiarity with Cisco network equipment.

• Understanding of Linux/UNIX.

• Certifications in Microsoft & Cisco technologies like MCP, MCSA, MCSE, and CCNA.

• ITIL Foundations V.3 or V.4 certification

• Customer-centric and Service minded.

• Knowledge of Lenovo, Dell and Apple Hardware

• Experience in performing PC / laptop imaging.

• Excellent working knowledge of MS desktop applications and other standard Cadence desktop applications.

• Strong understanding of Active Directory

• Willingness to work with Network and Server teams and grow skills beyond Deskside scope