Help Desk Tier II

Summary

Join OpenTable's Global IT Help Desk team as a Help Desk Tier II, a remote role transitioning to hybrid in downtown Toronto. You will provide technical support, lead IT projects, and act as an escalation point for complex issues. The ideal candidate is a self-starter with broad technical skills and a passion for customer service. Responsibilities include resolving hardware, software, and access problems, leading IT projects, and creating knowledge base documentation. You will work with various systems (Okta, Azure/Intune, Jamf) and collaborate with other teams. This is a six-month fixed-term contract with a salary range of $41,600-$52,000 CAD.

Requirements

• PC and Mac hardware/software support
• Computer system security & compliance policies
• ITSM and Service Desk management concepts
• Experience supporting GSuite & Office 365
• In-depth knowledge of identity access management (Okta)
• Scripting experience (bash, PowerShell, python, etc.)
• Audio/visual hardware and software support
• Network troubleshooting experience
• Computer security and threat protection concepts
• Basic project management concepts
• Collaborative team player attitude
• Patient, positive, and supportive with customers
• Exceptional written and verbal communication skills

Responsibilities

• Provide a wide range of technical support to end users through chat, email, and remote support
• Lead internal IT projects
• Identify service automation opportunities
• Systems administration (Okta, Azure/Intune, Jamf, and others)
• Support corporate office systems and teams
• Manage and support Telcomm/Video Conference services
• Test and configure end-user hardware and software
• Support employee onboarding and offboarding
• Create, curate, and revise knowledge base documentation & company-wide technical communications
• Manage your ticket queue with SLAs in mind

Benefits

• Work from (almost) anywhere for up to 20 days per year
• Company-paid therapy sessions through SpringHealth
• Company-paid subscription to Headspace
• Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
• No meeting Fridays
• Paid parental leave
• Generous paid vacation + time off for your birthday
• Paid volunteer time
• Development Dollars
• Leadership development
• Access to thousands of on-demand e-learnings
• Travel Discounts
• Employee Resource Groups
• Competitive retirement and health plans