Technology Support Specialist

Schlegel Villages has an exciting opportunity for a solutions-oriented team member to join our Support Office team as Technology Support Specialist.

Schlegel Villages Support Office is located in Kitchener, Ontario however this role provides support to Villages located throughout southern Ontario.

As our Technology Support Specialist joining our Support Office, you will :

• Deliver outstanding customer service, technical support and training for team members and residents within the villages.
• Provide support with troubleshooting hardware, software, and networking issues, as well as ensuring that all computing operations run with optimal performance and security.
• Follow up to ensure complete resolution of issues. Close assigned tickets and redirect or escalate problems to the appropriate resources when necessary.
• Provide support for our Residents on any Telephone or cable TV related issues.
• Maintain mobile devices (Apple & Android) through the Mobile Device Manager (MDM).
• Maintain the current network and systems infrastructure and policies.
• Diagnose and resolve hardware, software, networking, and system issues when they arise. This includes replacing hardware components (RAM, SSD/HDD etc.)
• Perform Cat 5/6 crimping, patch paneling and network troubleshooting as needed.
• Adhere to all software and hardware licensing requirements.
• Create and maintain detailed documentation related to system configuration, process mapping, and service records.

To be successful as our new Technology Support Specialist, you will :

• Provide Exceptional Customer Service mindset & approach.
• Demonstrate solid team work, willingness to help others and an in-depth understanding of information systems and computing solutions.
• Hold a post-secondary degree in Information Technology, Computer Science, Software Engineering or equivalent field of study an acceptable combination of education and experience will be considered.
• Have 3-5 years of experience in help desk or system administration.
• Have excellent communication skills, organization skills and the ability to convey technical solutions and to collaborate effectively with internal and external users.
• Demonstrate effective problem-solving and prioritization skills, with the ability to evaluate and interpret findings to determine viable solutions and root causes.
• Demonstrate a strong understanding of Windows Server OS, Active Directory, Office 365, and Microsoft Azure.
• Be proficient in troubleshooting and managing networked information systems and computing solutions. Strong experience with Microsoft desktop operating systems, Microsoft 365, Active Directory, and Microsoft Azure.
• Have experience troubleshooting WAN, LAN, VPN, Wi Fi, and phone issues.
• Have experience in the administration, troubleshooting and operation of Microsoft desktop operating systems-Windows 10 Professional.
• Have networking management experience (Fiber, Cat6, Cat5 and Cat3) and switch management experience.
• Provide VOIP phone system support, move, add and change (MAC)
• Have experience with troubleshooting and maintenance of Zebra label printers, multifunction printers, desktops, and laptops

Assets :

• Excellent ability to solve problems using in-depth understanding of networked information systems and computing solutions.
• Great team player, willing to handle all support requests with courtesy and professionalism.
• A self-starter, able to work independently and in a team environment.
• Experience in healthcare an asset.

Special Conditions : You can be you while being a part of our family .

• At Schlegel Villages we are redefining elder care through innovation , Village design and culture change, but we know the key to our Village success, and our residents’ satisfaction, is YOU and our teams._
• We aspire to provide all members of our communities, including team members, with a life enriching experience. We are family owned and operated and we take our mission seriously: “to provide holistic health care in a home environment, located within an internal neighbourhood design that promotes a caring community with emphasis on optimal health and life purpose for each resident”._
• We’d love to talk to you about what makes us different._
• Schlegel Villages is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, please speak with the hiring leader._

Education : Preferred

• Bachelors or better
• Technical/other training or better

Skills : Preferred

• Dependability
• Consulting
• Teamwork
• Microsoft Outlook
• Customer Service
• Time Management
• Advising

Behaviors : Preferred