Information Technology Support Specialist Full Time

Company Information:

Xediton is a specialty pharmaceutical company located in Oakville, Ontario, Canada with a focus on meeting the needs of patients, physicians and partners.

For more information, please visit www.xediton.com

 IT Support Specialist

Job Description & Key responsibilities:

The IT Support Specialist will be responsible for providing user support for the general daily operation and troubleshooting of IT systems, hardware, software, and networks, which will include the development, implementation, configuration, maintenance, optimization, and repair of the organization’s IT infrastructure.

Specific responsibilities and deliverables:

Technical Support & User Assistance:

·      Serve as the first point of contact for IT support, troubleshooting hardware, software, and network issues.

·      Provide end-user support for operating systems, applications, and enterprise platforms (e.g., Microsoft 365, Active Directory, VPNs).

·      Assist employees with technical issues, including system access, remote connectivity, VoIP, and enterprise applications.

·      Configure and manage user accounts, permissions, and access rights.

·      Maintain documentation of troubleshooting steps, solutions, and IT policies.

System & Network Administration:

·      Monitor, maintain, and troubleshoot network infrastructure, including firewalls, VPNs, switches, and Wi-Fi.

·      Manage and optimize on-premises and cloud-based servers, including virtual machines (VMware, Hyper-V).

·      Implement and enforce IT security measures, including endpoint protection, firewalls, and encryption.

·      Perform routine system updates, patches, and backups to ensure data integrity and security.

·      Ensure compliance with industry standards and security best practices.

IT Asset Management & Onboarding:

·      Set up and configure IT equipment, including desktops, laptops, printers, scanners, and mobile devices.

·      Handle new employee onboarding and offboarding, including hardware setup and account provisioning.

·      Track and maintain IT assets, ensuring accurate inventory and timely replacements.

·      Manage software licensing and procurement processes.

Client & Vendor Support:

·      Support external clients as needed, configuring hardware and troubleshooting issues for connected systems.

·      Collaborate with vendors and service providers for hardware/software support and maintenance.

·      Ensure all service requests are logged and resolved in a timely manner.

Training & Documentation:

·      Develop and deliver IT training materials to educate employees on security policies and best practices.

·      Assist in maintaining IT policies, procedures, and emergency response plans.

·      Document IT processes, troubleshooting guides, and incident reports for future reference.

Qualifications:

• Degree / certification in Information Technology or a related field.
• 2-3 years of IT Support / Help Desk troubleshooting experience.
• Technical knowledge and understanding of systems, applications, servers, networking, protocols, standards, software and hardware (ex. Microsoft 365, Active Directory, VPNs, VMware, Hyper-V, anti-virus/spyware, etc.).

·      Ability to quickly grasp new tools, analyze complex issues, with a proven ability to diagnose, troubleshoot, and resolve complex IT issues efficiently, providing root cause analysis and recommendations.

·      Clear and effective verbal and written communication skills, with the ability to translate technical information into non-technical or business terms.

·      Strong documentation, presentation, and technical training skills to facilitate knowledge transfer to customer staff.

·      Ability to manage relationships with vendors and ensure delivery of services and equipment and managing expectations and communication with stakeholders at all levels.

·      Ability to work effectively with cross-functional teams, business users, and technical experts to deliver solutions.

·      Experience with Remote Management and Support Tools.

·      Experience with Audio/Visual systems.

Salary: $65,000 –  $70,000 per annum

If you are ambitious, looking to be part of something that has significant growth potential and this opportunity is of interest, we would like to hear from you. Please include your salary expectations.

To apply, please email your application and resume to hr@xediton.com

While we appreciate the interest of all applicants, only candidates selected for an interview will be contacted.