M+E Technology Job Board

Technical Support Specialist

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  • Full Time
  • Montreal


About Anuvu

For over a decade, our clients in aviation and maritime have used our technology-driven products and services to keep their passengers entertained and connected to the things they love, from anywhere in the world. Brands such as Southwest Airlines, Norwegian Cruise Lines, Emirates and Celebrity Cruises have trusted us to provide solutions from high-speed broadband internet to movies, television and games.

Our team of global experts take pride in providing clients what they need today while creating a strategic road map for tomorrow through reliable, scalable, and affordable content and connectivity solutions designed to meet the ever-changing technology needs of our clients’ passengers and guests.

Be Part of the Movement

Anuvu is embarking on a new chapter with a new story to tell. As one of the leading providers of high-speed connectivity and entertainment solutions for worldwide mobility markets, we deliver what customers need today, while remaining flexible and future-focused.

Role Summary

The End User Support, Network, Server Partner is responsible for identifying, troubleshooting and resolving problems encountered on various servers, desktop systems, LAN, WiFi, Internet and other computer technology. ​ Troubleshoot, resolve, and document more complex tickets elevated related to technical difficulties with employee hardware, software, and networks. Escalate trouble tickets when required.

Provide technical support to end-users regarding computer hardware and software.​ Install, test, certify and troubleshoot networking cabling systems.​ Install configured network equipment; install, configure, monitor and troubleshoot a wide range of network and data communications technology.​ Serve as customer contact on technical and service related problems.​ Install/​Incorporate new releases, updates, or other changes to Commercial-Off-The- Shelf software (diagnostics failures/​potential failure predictions).​ Ability to work under limited supervision; performs additional duties as assigned.​

Location: Montreal, Canada

Remote Options: hybrid.

What You Will Be Doing

Provide technical support to users (in office and WFH) for computer related technical problems.
Enters and responds to tickets and call tracking tool; ensures information is accurate, prioritized and assigned to a queue.
Responses to IT service desk tickets and attends to employee inquiries to ensure needs are met promptly
Assists with resolving basic technical problems by providing scripted guidance regarding software and hardware problems.
Resolves and/or refers more complex technical problems through a defined escalation process.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes problems and ensures they are resolved appropriately.
Experience with various IT products, services, and operation systems and escalation policy.
Installs, configures, and upgrades computer hardware and software. ​
Provides end-user software troubleshooting and support. ​
Will create new user accounts, issue the accounts, and maintain the accounts
Analyzes customer needs to determine functional and cross-functional requirements. ​
Maintains current knowledge of relevant technologies as assigned. ​
Primarily support Santa Ana office and other regional offices as required.
Attend global stand up calls to collaborate and resolve issues with other team members from different regions.
Participates in special projects as required.

What We’re Looking For

5 + years of End user computing Windows and Mac OS installation procedures and comprehensive knowledge of these operating systems.
Experience operating and maintaining Virtual machine management environments.
Experience operating and maintaining large network environments i.e. WAN, LAN, WAP, SD-WAN.
Experience with various types of server hardware.
Familiarity with incident management, change control and other compliance processes.

Required Qualifications

Working knowledge of Microsoft Windows, Active Directory, DHCP, DNS, Office 365
Working knowledge of MacBook Air, MacBook Pro, iMac, Mac Pro, iPhone, iPad •
Design knowledge of Desktop Configuration
Ability to Install Routers, Firewalls, Workstation, Server,
Ability to provide technical support to remote / work from home employees

Preferred Qualifications

Building and Deploying File Servers and Cloud Computing
Performing Network Infrastructure Troubleshooting
Experience with VMware
Strong verbal and written communication skills
Strong organizational skills
Ability to work in a team environment
Strong attention to detail
Following policies, procedures and change control for compliance and high service standards

This Might Be the Right Place if You….

Are a team fit; can help advance our global, inclusive culture
Are self-starter who likes to roll up your sleeves and take initiative with minimal direction
Can think about tomorrow, while getting your work done today
Are a collaborative team player; primary audience will be internal teams
Are curious and open to learning and finding new solutions
Are able to provide and accept feedback in a constructive manner
Are organized, have strong communication skills, and do whatever it takes to get things done