Service Desk Engineer - Associate

JobsCloseBy Editorial Insights

iCapital is hiring a hands-on Service Desk Engineer for the Corporate Technology team in Toronto. You’ll resolve end-user issues, manage access provisioning and deprovisioning, test and deploy new systems, and document incidents in the ticketing system while participating in an on-call rotation. The ideal candidate has 3+ years of end-user support, strong experience with Microsoft cloud technologies (O365, OneDrive, Exchange), Windows and Office, and familiarity with VDI; PowerShell, Mac OSX or A/V knowledge is a plus, as are Freshworks or ServiceNow. Excellent communication, time management, and ability to work under pressure are essential. Tailor your resume to showcase hands-on troubleshooting, clear user coaching, and on-call success, and note your in-office schedule in Toronto.

About the Role

iCapital is seeking a Service Desk Engineer to join the Corporate Technology department. This role is hands-on and requires the ability to handle various problems with expertise and exceptional judgment while working with end-users at the highest level within organizations. The ideal candidate has excellent problem-solving skills, is familiar with remote trouble shooting techniques, and is able to give clear technical instructions.

Responsibilities

• Provide end-user assistance, issue resolution, installation, troubleshooting and restore services in support of applications, computer systems, peripherals, and devices. 
• Perform user access provisioning and deprovisioning. 
• Assist in testing and deploying new systems, platforms, and applications. 
• Prepare hardware and software for new employees. 
• Perform root cause and impact analysis to investigate corporate application issues and make recommendations for potential solutions. 
• Document incidents and tasks in Corporate Ticket Management system. 
• Participate in after-hours during an on-call schedule. 

Qualifications

• 3+ years of recent end-user technical support experience 
• 3+ years of experience of Microsoft cloud-related technologies (i.e. O365, OneDrive, Exchange) 
• 3+ years of experience in desktop technologies like Windows or MS Office
• Familiar and experience with VDI environments
• Experience with PowerShell, Mac OSX or A/V systems is a plus
• Experience with Freshworks and ServiceNow is a plus
• Excellent written and verbal communication skills
• Strong time management and the ability to prioritize tasks
• Able to thrive in a fast-paced environment and work effectively under pressure 

Benefits

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

iCapital offers a comprehensive benefits package that includes a competitive total compensation package consisting of salary, bonus, and equity for all full-time employees.   The Company pays 100% of the premium for all Group Benefits for you and your dependents.  Some of these benefits include medical, dental, vision, prescription, life insurance and long-term disability.  We offer a variety of Retirement Plans which have a company match.   We offer unlimited Paid Time Off (PTO) and most employees the flexibility to work in the office three to four days and remotely for the remainder of the week.  Every department has different needs, and some positions will be designated in-office jobs, based on their function. For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us 
Twitter: @icapitalnetwork |
LinkedIn: https://www.linkedin.com/company/icapital-network-inc
Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

iCapital is proud to support a fair and inclusive workplace, in which all applicants have an opportunity to fulfill their potential and every person has the right to equal treatment with respect to employment without discrimination.  iCapital does not tolerate any discrimination contrary to the Ontario Human Rights Code, including on the grounds of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status or disability.