This full-time, exempt position at TÜV SÜD America combines responsibilities in IT end-user support and basic infrastructure support. The successful candidate will primarily focus on providing expert-level technical support to end-users across multiple locations, including facilities in Canada (Gormley, New Market, and Kanata) and remote support to users in the North America region.

While the role emphasizes end-user support, it also involves supporting infrastructure tasks under the direction of senior IT administrators. This role provides valuable exposure to network infrastructure management, with more complex responsibilities managed by senior staff. The position includes occasional work beyond regular business hours and may require travel as necessary.

This role is an excellent opportunity for professional growth, offering hands-on experience in IT support and infrastructure management while providing a pathway to advance within the IT field.

Roles and Responsibilities

Daily administration and support for all network and remote users in the America’s Region, including but not limited to:

Infrastructure

System Management:

• Assist in overseeing servers, storage systems, and other equipment to ensure system availability
• Assist with the management of patches, updates, and configuration
• Assist with management of backup solution and disaster recovery plan
• Assist with hardware and software maintenance: coordinate procurement, implementation, and upkeep of hardware/software resources
• Assist with capacity planning: assess current and future IT needs. Make recommendations for upgrades or expansions

Network Infrastructure Maintenance:

• Assist in the Management and support of Cisco routers, switches, and firewalls to ensure stable network operations.
• Assist in Maintaining and troubleshooting the Vonage VoIP system, ensuring optimal performance and availability
• Assist in Administering and maintaining the company's VPN system, providing secure remote access for users.

Monitoring & Security:

• Assist in Monitoring network detection and response systems to quickly identify and mitigate potential security risks.
• Assist in Implementing disaster recovery protocols and maintain up-to-date documentation on network-related processes.
• Assist in Performing regular maintenance of the local area networks (LAN), ensuring optimal performance and security.

Network Project Management:

• Lead and manage network-related projects, from initial planning through to completion.
• Collaborate with vendors to evaluate and select network support technologies.
• Assist with testing and implementing new technologies, making recommendations for improvements and enhancements.

Network Troubleshooting:

• Provide advanced troubleshooting for network issues, ensuring minimal downtime and impact on business operations.
• Assist other IT personnel with complex network issues, functioning as a subject matter expert.

End-User Support

Daily IT Support:

• Provide daily technical support for all network and remote users in the North American region.
• Troubleshoot hardware, software, and phone issues for both on-site and remote users.
• Perform installation, configuration, and maintenance of desktops, laptops, and related peripherals.
• Assist with hardware and software upgrades and deployments, including planning and execution.
• Administer and troubleshoot Microsoft Office Suite, Windows 10, and user account management in Active Directory.
• Utilize remote support tools such as Bomgar for troubleshooting remote user issues.

Security & Threat Management:

• Rapidly identify, assess, and respond to security threats, including virus and malware monitoring.
• Implement and test fixes for identified threats to maintain the integrity and security of end-user systems.

Project Support:

• Support and lead small to medium IT projects related to end-user technology, from planning through completion.
• Assist in the rollout of new technologies and equipment to end users, ensuring minimal disruption to daily operations.
• Provide advisory-level guidance to other IT support personnel on end-user technology issues.

Customer Service:

• Ensure clear, prompt, and courteous communication with internal and external users regarding IT issues.
• Maintain confidentiality regarding company data and customer information.

General Responsibilities

Communication & Documentation:

• Communicate effectively with internal and external customers, providing updates, answering questions, and relaying important messages.
• Maintain comprehensive documentation for all IT and network processes, ensuring accurate and accessible information for disaster recovery, troubleshooting, and project planning.

IT Project Management:

• Manage IT-related projects, including planning, execution, and completion, ensuring alignment with company goals and strategies.
• Work collaboratively within the broader IT organization to ensure smooth communication and coordination across departments.

Budgeting & Reporting:

• Assist in the preparation and management of the IT and network budgets, ensuring cost-effective procurement and maintenance of IT assets.
• Report on IT and network performance, including inventory management, security, and user support activities, ensuring alignment with corporate strategies.

Education & Experience

• Bachelor’s Degree in Computer Science or relevant field a plus.
• 3-5 years supporting and maintaining Cisco Routers and Switches
• 2-4 years of previous VoIP phone system.
• 2-4 years of previous enterprise level Firewall support
• Knowledge in user administration, Microsoft Office suite support, Windows 10, Windows 2016 Server administrative and system utilities a plus.
• Experience with cabling systems, Cisco switches and Cisco routers
• Experience using Ticketing Systems a plus
• Excellent organizational and project management skills including ability to organize time and work on multiple tasks and follow through to completion of task or project.
• Excellent ability to communicate verbally and to create and write clear, complete documentation of systems and procedures.
• Excellent analytical and problem-solving skills including high degree of attention to detail and accuracy.
• Self-motivated and able to work independently or with a team.

Skills 

• Accurate, clear, and timely communication of information, upward and laterally, including verbal, written and listening skills;
• Ability to plan and organize giving attention to detail and follow-through;
• Reliable judgment that is consistent, adaptable to unusual situations, realistic, common-sense approach to job and problems;
• Motivation, initiative, commitment, to self improvement;
• Willingness to consider other’s ideas and to work with others

Additional information

Equal Opportunity Employer – Disability and Veteran

TÜV SÜD America, Inc. is an equal opportunity, affirmative action employer and considers qualified applicants for employment without regard to race, color, creed, religion, ancestry, marital status, genetics, national origin, sex, sexual orientation, gender identity and expression, age, physical or mental disability, veteran status and those laws, directives, and regulations of Federal, State, and Local governing bodies or agencies. We participate in the E-Verify Employment Verification Program.

For more information on applicable equal employment regulations, please refer to the following: Labor Law 2024