Technical Skills
Microsoft 365 and Identity Management
- Strong hands-on experience with Microsoft 365 (Exchange, Teams, SharePoint, OneDrive).
- User and access management in Azure AD/Entra ID (account creation, group management, MFA, password policies).
- Understanding of license management and M365 administration basics.
- Experience troubleshooting Outlook, Teams, and email flow issues.
Microsoft Intune and Endpoint Management
- Device enrollment and management across Windows, iOS, and Android platforms.
- Configuration of compliance policies, device configuration profiles, and conditional access.
- Application deployment and management via Intune.
- Experience with Autopilot for device provisioning and onboarding.
End-User Computing and Device Management
- Advanced troubleshooting of Windows 10/11 environments.
- Experience with device provisioning, imaging, and lifecycle management.
- Familiarity with endpoint management tools (i.e., Intune, Autopilot, or equivalent).
- Support for mobile devices (iOS/Android) and tablets used in operational environments.
- Knowledge of peripherals: printers, scanners, label printers, barcode readers.
Cloud and SaaS Application Support
- Experience supporting a variety of cloud and SaaS platforms (authentication, access, usage).
- Understanding of SSO (Single Sign-On) and user provisioning concepts.
- Ability to troubleshoot application access, permissions, and performance issues.
Service Management and Tools
- Experience working with ITSM/ticketing systems (Jira Service Management preferred).
- Ability to manage incidents, service requests, and follow SLAs.
- Familiarity with knowledge base documentation and ticket categorization.
Networking Fundamentals
- Solid understanding of basic networking concepts: TCP/IP, DNS, DHCP.
- VPN connectivity.
- Wired and wireless (Wi-Fi) troubleshooting.
- Ability to diagnose connectivity issues affecting end users and devices.
Security and Access Control
- Understanding of IT security best practices for end-user environments.
- Experience with Multi-Factor Authentication (MFA).
- Experience with endpoint security tools (antivirus, EDR).
- Access control and least privilege principles.
Manufacturing / Operational Technology (OT) Support (Asset)
- Experience supporting shop-floor technologies, including tablets used in production and inventory scanning devices (barcode/RF guns).
- Ability to troubleshoot issues impacting production systems and workflows.
- Awareness of uptime and responsiveness requirements in a plant environment.
Automation and Scripting (Preferred)
- Basic knowledge of PowerShell or scripting for user and system administration.
- Ability to automate repetitive tasks (user creation, reporting, etc.).
Soft Skills
- Strong customer service orientation and communication skills.
- Ability to work with both office staff and plant-floor users.
- Problem-solving mindset with attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
Job Requirements
- 3-7+ years of experience in IT support (Level 1-2).
- Experience in a manufacturing or industrial environment is a strong asset.
- Associate's or Bachelor's degree in IT (or equivalent experience).
- Certifications (preferred): Microsoft (M365, Azure); CompTIA A+, Network+.
- Ability to work onsite in Stoney Creek, Ontario.
- Flexibility to occasionally support off-hours or urgent production needs.
