Job Title: ESE Site Support Specialist
Duration: 3 months contract with possible extension
Location: 661 University Avenue, Suite 200, Toronto, ON
(Office-based, 5 days/week, 9:00 AM – 5:00 PM)
 Primary Skills:

• Windows/MacBook laptop support
• Windows AutoPilot
• MacBook management and JAMF configuration

Secondary Skills:

• Serve as liaison between IT and business groups

Job Description:
The ESE Site Support Specialist will primarily provide on-site end-user technical support and assist with technology projects.

• Provide day-to-day on-site technical support to client employees’ desktops, laptops (Lenovo/MacBook), tablets, phones, and other devices. Support includes software and hardware installations, configuration, and troubleshooting.
• Serve as a liaison between IT and business groups, acting as the face of IT to manage customer relationships and expectations.
• Assist other infrastructure teams with server and network issues and installations when on-site technical resources are unavailable.
• Provide Elite and White Glove support to executives.
• Ensure office conference rooms, IDF, and MDF rooms are tidy and operational; assist Collaboration & Messaging and Network teams with projects.
• Maintain a good understanding of software, hardware, related technologies, asset management, and shipping/receiving.
• Deliver quick response and maximum uptime for all users and perform end-user training when necessary.

Key Responsibilities:

• Manage day-to-day requests from the PC Hub; ship and check-in computer hardware, using the web-based Workstation Database.
• Maintain accurate records of company hardware assets.
• Administer and deploy equipment and software solutions company-wide.
• Contribute to the production of technical/support documentation for the knowledge base.
• Troubleshoot all problem areas promptly and accurately, providing end-user assistance where required.
• Consistently meet established SLAs for PCs, OS, phones, tablets, printers, and desktop applications.
• Work collaboratively with other IT Services groups, follow processes, and use provided tools to deliver optimal support.
• Maintain a high degree of customer service.
• Participate in support activities and work with other IT departments to prioritize and complete requests efficiently; drive process improvements where needed.
• Follow standards for supported applications and workflows.
• Manage workload independently with minimal supervision.

Minimum Qualifications / Requirements:

• Minimum 3 years of IT customer service experience.
• Excellence in a support role (desktop support, technical call center level 2/3, or equivalent) in a complex environment.
• Technical skills: AutoPilot Imaging, Windows 10/11, Azure, Mac OSX, MS Office 365, Exchange, Active Directory, Zoom Rooms support; familiarity with ticketing systems (Service-Now experience is a plus).
• Strong understanding of customer needs and ability to meet expectations.
• Knowledge of asset management, shipping & receiving, and record keeping.
• Excellent oral and written communication, analytical, and organizational skills.
• Ability to manage time effectively, be motivated, reliable, and a self-starter.
• Demonstrated ability to multitask effectively in a fast-paced technical environment.
• Post-secondary education in a relevant field or equivalent experience.
• Certifications from recognized IT organizations (CompTIA A+, HDI, Microsoft MCP) are a plus.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 30.00/hr.