Job Description

Job Description

Job Description

Salary:

Join Our Team at an Exciting Time of Growth!

Cerio is a pioneer reshaping the future of accelerated computing. Our commitment to delivering superior customer experiences and economically sustainable solutions sets us apart in the industry.

At Cerio, we believe in providing exceptional technology services to empower our team members. Our Labs and IT Support team plays a crucial role in ensuring smooth operations by addressing technical challenges efficiently and professionally. We are seeking a proactive and knowledgeable IT Support Specialist to join our dynamic team. The IT Support Specialist will be the first point of contact for employees' IT needs, providing excellent support and ensuring a seamless technology experience. This position requires the individual to work in our Kanata, ON office.

What you will do

• Deliver exceptional customer service while acting as the primary IT contact assisting in person or remotely via ticket, video call, or through our online chat channels
• Oversee the onboarding process, ensuring equipment is configured and available for first day IT orientation and offboarding, as needed, with the recovery of IT assets to ensure optimal performance and user satisfaction
• Configure, troubleshoot, and decommission PCs, Macs, peripherals, and other IT equipment
• Promptly respond to, track, and resolve helpdesk tickets, maintaining high standards of service and efficiency
• Diagnose and resolve hardware, software, and network issues for both PC and Mac users
• Maintain an accurate and up-to-date inventory of IT equipment and supplies, ensuring readiness for current and future needs
• Assist in the procurement and deployment of new hardware and software
• Develop and maintain comprehensive documentation for IT processes, troubleshooting guides, and FAQs to enhance knowledge sharing and support consistency
• Proactively identify opportunities to improve IT support processes and enhance end-user satisfaction, contributing to the overall efficiency and effectiveness of the IT department
• Collaborate with the Lab & IT Services team to support various projects and initiatives, ensuring seamless integration and alignment with organizational goals

What you bring

• A minimum of 3 years of experience in IT support, in a corporate environment supporting remote and on-site users

• High level of professionalism and approachability while delivering exceptional customer service, especially when problem-solving

• Demonstrated history of support for Apple OSX in an enterprise environment (familiarity with mobile device management and Apple Business Manager)
• Proficiency performing administrative tasks on both Windows and Mac operating systems and hardware
• Strong knowledge of networking service fundamentals and troubleshooting practices
• Ability to communicate technical concepts clearly and concisely to users with varying levels of technical aptitude
• Experience with ticketing systems and remote support tools
• Ability to manage multiple tasks and priorities, ensuring timely and high-quality support service
• Familiarity with Linux (Ubuntu, CentOS, Rocky) a plus

Total Rewards

Compensation for this role is determined by experience, skills, and internal equity considerations. Cerio offers a comprehensive total rewards package for this position including competitive base salary and incentive bonus program, health benefits package, employee assistance program, and generous time off programs. Our People & Culture team welcomes discussions about total rewards during your conversations.

About Cerio

Cerio is headquartered in Ottawa, Canada, with offices and projects spanning international markets, and Centers of Excellence in Europe and North America. Cerio, creating new scale economics for the AI and

Cloud era, delivers an open systems platform for a more sustainable data center. Learn more atcerio.ioand follow usonXandLinkedIn.

We are an equal opportunity employer and welcome applications from all qualified candidates. Our hiring decisions are based solely on merit, skills, and potential, without regard to race, national or ethnic origin, colour, religion, sex, sexual orientation, gender identity or expression, age, record of offenses, marital status, family status, genetic characteristics or disability.

In addition, Cerio is committed to providing accommodations for people with disabilities. Please let us know if you require a reasonable accommodation due to a disability during any aspect of your candidate experience so we can better support you. Our People & Culture team can be reached by emailinghr@cerio.io.

Our recruitment process may utilize technological tools to support candidate screening. Any algorithmic assessments used are designed to be objective and will not discriminate based on protected characteristics.

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