Flynn Group of Companies, North America’s leading building envelope contractor, is looking for an IT Service Technician to join our team in our Mississauga office, reporting to the Helpdesk Manager.
The primarily focus of this role will be on handling day today end user tickets and user queries, end user computing hardware and application management and troubleshooting (Including mobile device, printers, and computers). The role will require a mix of technical, strong communication, and customer service skills.
We are a collaborative and innovative team of high performing individuals working together to provide technology service and support to our internal customers while maintaining a high level of quality and customer experience. We stand proudly for our people and support their success through career development and advancement.
Collaborate with the centralized Help Desk team to manage ticket ownership, escalation, communication, and resolution throughout the support lifecycle.
Prioritize and manage a fluctuating volume of requests while meeting SLA targets and maintaining a high level of customer satisfaction.
Deliver in-person support for local office users, conference rooms, and site technology needs.
Troubleshoot and resolve hardware, software, telephony, mobile device, audio/visual, and peripheral issues.
Follow ITIL-aligned Incident, Problem, Change, and Request Management processes to ensure effective service delivery.
Monitor ticket queues, identify trends, declare and coordinate major incidents when required, and participate in root cause analysis and corrective actions.
Maintain accurate ticket documentation, knowledge articles, inventory records, and asset assignments.
Contribute to process improvements, automation initiatives, self-service capabilities, and knowledge base development.
Assist with the evaluation, deployment, and support of end-user hardware, software, and services.
Participate in an on-call rotation, including evenings, weekends, and holidays, and travel occasionally to support regional offices and projects.
Technical Skills Include:
Strong experience installing, configuring, and troubleshooting computer hardware, printers, audio/visual equipment, telephony systems, mobile devices, and software applications.
Proficiency supporting Windows operating systems and mobile platforms.
Experience with Microsoft 365 Apps, Microsoft Teams and Teams Rooms, Autodesk, Bluebeam, and similar business applications.
Experience with endpoint management and automation tools such as Microsoft Intune, Windows Autopilot, MDT, and PowerShell, as well as familiarity with Microsoft Dynamics SL and SAP SuccessFactors, is considered an asset.
Experience using enterprise ticketing platforms such as ServiceNow, Jira Service Management, or similar systems.
Understanding of ITIL best practices and IT service management principles.
Degree or diploma in Computer Systems, Networking, Information Technology, or equivalent experience.
3+ years of IT support experience in a corporate or enterprise environment.
Industry certifications (Microsoft or equivalent) are an asset.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent customer service, communication, and interpersonal abilities.
Ability to manage competing priorities in a fast-paced environment while meeting SLA commitments.
Experience working within ITIL-aligned service management environments and ticketing systems.
Ability to identify support trends, assess business impact, and make sound escalation and incident management decisions.
Experience with incident response, major incident management, and root cause analysis is an asset.
Collaborative team player with a continuous improvement mindset and the ability to work independently when needed.
The Flynn Group of Companies is North America's leading building envelope trade contractor. Since 1978 we have been providing quality contracting services in the institutional, commercial, and industrial construction marketplace.
The Flynn Group of Companies employs in excess of 6000 people in 35 office locations and is positioned in five distinct, but related, business sectors:
- Roofing Systems
- Glazing & Curtain Walls
- Architectural Metals
- Roofing Service
- Waterproofing
ATTENTION BUSINESS OWNERS:
Flynn is currently looking to grow. Whether you are concerned about succession planning or in expansion mode, we can help you take your business and team to the next level. We are looking to merge with companies whose values are aligned and who have like-minded business owners. With more than 40 years of experience, Flynn has grown by acquisition and subsequent organic growth resulting in profitable, long-term equity opportunities for its key leaders.
If you are interested and your company's annual sales are in excess of 5 million dollars of low-slope roofing, please email business.opportunities@flynncompanies.com
