Summary of Duties

• Work closely with Tier 3 and vendors to support configuration and deployment of endpoint user devices
• Work with the project team and vendor to support device testing and troubleshoot/research solutions to hardware and software issues
• Ensure adherence to IS Information Services policies, procedures and controls
• Facilitate project team requests to Sunnybrook’s Service Desk 
• Identify and mitigate risks related to assigned scope of work
• Provide cabling/connectivity, LAN, paging/cell phones telecom support
• Document knowledge objects, troubleshooting steps and solutions accurately for future reference
• Provide technical and user support at go live of the HIS solution
• Track and report status of assigned tasks
• Perform other duties, as required

Qualifications/Skills

• College/University or industry professional designation in a related technical field
• CompTIA A+ and CompTIA Network + certifications
• Excellent knowledge and demonstrated experience with installing, configuring, upgrading and supporting Windows desktops and laptops
• Excellent knowledge and demonstrated experience with installing, configuring, upgrading and supporting Apple products such as Mac computers, iPads and iPhones
• Excellent knowledge of other mobile technologies such as Android devices
• Knowledge of hardware components (desktops, monitors, laptops, printers, peripherals, etc.)
• Understanding of virtualization (VMware clients, virtual desktops, etc.)
• Understanding of Windows based printing concepts
• Understanding of networking concepts, with ability to apply these concepts to troubleshoot network related issues (both wired and wireless)
• Understanding of VPN technologies
• Excellent knowledge of EntraID and M365 technologies and concepts (M365 Office, email management, Microsoft 365 Admin Centre)
• Analytical thinker, with excellent troubleshooting skills
• Able to work independently and efficiently to meet deadlines
• Self-motivated, detail-oriented and organized
• Excellent people/customer service skills and time management