IT Support Specialist


ARAG Legal Solutions Inc - Operations
Toronto, Ontario

IT support Specialist

The International ARAG Group, the global leader in legal expense insurance operating in 19 countries offers an innovative and comprehensive range of legal expense products and services for brokers, underwriting agents and insurers across Canada. 

Reporting to the Software Development and IT Manager (located in United Kingdom) and also reporting to the Vice President, Operations in Toronto, the IT support specialist will provide support, mainly to our offices in Toronto, but may also provide remote assistance to ARAG UK and ARAG Ireland. The IT support specialist will provide effective IT assistance across all aspects of the business and will provide back up and support to the second line. The position is responsible for supporting and maintaining Servers and Desktops running Microsoft operating systems, Microsoft Azure, and Microsoft Office 365 environments, plus general maintenance of all IT-related hardware/software. The position provides exposure to a broad range of IT-related projects and activities.

Please note the successful candidate will be required to be onsite on average 4 days a week and as required supporting all staff as needed. 

What will you do?

Customer Service

To provide 1st line, onsite and remote IT support and collaborate effectively with 2nd line engineers when required.

  • You will use your problem-solving skills to help ARAG staff with their IT issues as the first point of contact.
  • You will use our support system to prioritize work and escalate issues to the 2nd line when required.
  • You will use your good communication skills to communicate with all ARAG staff and internal stakeholders to help them resolve their IT related issues.
  • You will take part in IT projects and follow the guidance of more senior IT professionals.
  • You will perform several standardised tasks, such as user profile creations, according to guidelines, accurately and in a timely manner.
  • You will be communicating with IT suppliers.
  • You will have some exposure on MS Azure Platform.

Security and Documentation

As ARAG is an owner of both ISO27001 and ISO22301 certifications, all solutions provided to the business must adhere to our policies and procedures.

  • You will be following all policies described in our ISO document library.
  • You will notify the company and 2nd line support if any IT security gaps are identified.
  • You will document all actions performed as part of the work you are doing to resolve a support ticket.

Learning and Development

You will have the will to learn and evolve through different training and workshops.

  • You will have the desire to get trained on Azure platform
  • You will be keen to get involved in IT workshops relevant to your discipline
  • You will have the desire to gain professional qualifications/certifications in line with the business needs.

Qualifications:

  • Previous experience in 1st Line support role
  • Excellent written and verbal communication skills
  • Microsoft Windows 10
  • Microsoft Server 2008, 2012, 2012R2, 2019+
  • Microsoft Office 365
  • Microsoft Active Directory
  • Group Policy, DHCP and DNS
  • Good understanding of Network Technology VLAN and IP routing protocols.
  • An understanding of Wireless network technologies

Desirable:

  • Microsoft Certifications
  • VMware Certification
  • Experience supporting Apple mobile devices
  • Experience supporting Apple iOS
  • Microsoft SharePoint
  • Good understanding of Security Firewalls / UTMs,
  • VMware ESX, vSphere, vMotion configuration, management and support.
  • An understanding of Back-up technologies (Veeam, Symantec Backup Exec etc.)
  • Understanding of SIP/IP Telephone Systems
  • Understanding of Enterprise anti-virus suites

We Offer:

  • Competitive Base Salary including annual bonus plan
  • Generous Employer Paid Benefits Plan, including RSP matching, and vacation allowance
  • Fitness credit (taxable benefit)
  • Employee referral bonus program

For more information about ARAG Legal Solutions Inc. please visit: www.arag.ca/en/

ARAG Legal Solutions Inc. is committed to providing employment in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Any assessments and selection materials or processes used during the recruitment process will be available in an accessible format to applicants with disabilities, upon request. If contacted for an interview, please advise the Human Resources Manager if you require disability-related accommodation. 

 

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