Job Description

Location: ETRO Head Office

Employment Type: Full-Time

The IT Support Specialist provides technical support across ETRO's operations, both locally and remotely, ensuring seamless functioning of IT systems, networks, and devices. This role focuses on managing IT tickets, troubleshooting hardware and software issues, maintaining IT infrastructure, and implementing cybersecurity protocols. Acting as the frontline of IT support, the Specialist ensures optimal system performance and delivers high-quality end-user training and assistance.

Focus Area: IT Support Excellence, Infrastructure Management, Cyber Security Enforcement, User Empowerment.

• Provide remote and on-site IT support for head office and project site teams.
• Resolve IT tickets related to Windows 10/11, local and cloud applications, network connectivity, email systems, and IT devices.
• Troubleshoot hardware and software problems using VPN and remote desktop tools.
• Document technical issues, solutions, and updates in the IT Knowledge Base.

IT Infrastructure Management

• Set up and management of IT infrastructure, systems, and networks across project sites.
• Administer Google Suite accounts, including onboarding and offboarding processes.
• Oversee user device setup, software installations, and configuration management.
• Monitor and maintain IT systems to ensure optimal performance and uptime.

Cybersecurity and Data Protection

• Implement and enforce cybersecurity protocols, including firewalls and antivirus software.
• Monitor IT systems for vulnerabilities and address potential security breaches.
• Ensure compliance with data protection standards and internal security policies.

Project Support and Collaboration

• Assist in IT project planning, execution, and delivery to align with business goals.
• Collaborate with external vendors and contractors for troubleshooting and system enhancements.
• Support the rollout of new software tools, systems, and hardware.

Documentation and Reporting

• Maintain up-to-date technical documentation for IT infrastructure and user guides.
• Track IT service performance against defined Service-Level Agreements (SLAs).
• Provide regular reports on IT incidents, resolutions, and operational performance.

User Training and Support

• Conduct training sessions for employees on IT systems, software tools, and cybersecurity best practices.
• Develop end-user guides and documentation to improve IT literacy across the organization.
• Provide one-on-one assistance to resolve technical issues and improve user proficiency.

• Education: Bachelor's Degree in Computer Science, Information Technology, or related field preferred.
• Experience: Minimum 4 years of IT administrative experience in a similar role.
• Technical Proficiency: Windows OS, Google Suite Administration, cloud computing, and DNS management.
• Core Skills: IT troubleshooting, cybersecurity management, infrastructure setup, and end-user training.
• Certifications: ITIL Foundation and Procore Administration certifications are assets.
• Communication: Excellent verbal and written communication skills for user training and documentation.

• Join a team that values creativity, precision, and collaboration.
• Opportunity to make a meaningful impact across a diverse range of projects.
• Learn from experienced professionals within IT.
• Be part of a company that prioritizes mentorship, professional growth, and innovation.

If you're a motivated IT professional with a passion for innovation, we'd love to hear from you. Please click the "Apply Now" button below!

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