IT Helpdesk Technician

Have you heard of BlueCat? We’re one of those hidden gems that’s been disrupting the market as a key player in the rapidly growing space of Intelligent Network Operations. Organizations require a new model of network operations that links foundational core services with a deep, predictive understanding of network health and performance to improve change readiness. BlueCat’s Intelligent NetOps is a first-to-market combination of systems of understanding and change. BlueCat enables teams to enhance agility and mitigate risks from high rates of change with a unified management lifecycle, from provisioning to proactive troubleshooting and remediation.
At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion.

We are seeking a proactive and customer-focused Helpdesk Technician to join our IT team. This individual will serve as the primary point of contact for technical support within BlueCat’s Toronto office, providing both in-person and remote assistance to employees.

Key Responsibilities:

• Serve as the main point of contact for IT support requests in the Toronto office, providing technical assistance through the ticketing system, messaging platforms, and video conferencing tools.
• Troubleshoot hardware, software, and connectivity issues using standard diagnostic techniques, while gathering additional information from end users as needed.
• Manage and maintain IT assets, including Windows and Apple MacBook laptops, printers, user accounts, and internal documentation.
• Install, configure, and upgrade operating systems (Windows, macOS, Linux) and third-party applications such as Microsoft 365.
• Support and maintain VMware vSphere ESXi 7 environments.
• Prioritize and manage incoming support tickets based on severity, urgency, and business impact.
• Escalate unresolved issues to appropriate internal teams and collaborate to ensure timely resolution.
• Maintain accurate ticket updates, detailed documentation, and professional communication with end users.
• Deliver excellent customer service through clear communication, responsiveness, and a professional attitude.
• Assist with hardware and service procurement in collaboration with the Senior Infrastructure Manager to support the Toronto office.
• Perform additional duties and projects as assigned by management.

Qualifications and Skills:

• Relevant university degree, college diploma, or equivalent practical experience.
• Strong knowledge of Microsoft Windows 10/11, Apple macOS, Linux, and Microsoft 365 in both Windows and macOS environments.
• Basic understanding of IT troubleshooting methodologies and the ability to diagnose and resolve common technical issues.
• Strong communication skills in English, with patience and professionalism when supporting end users.
• Willingness to learn, grow within the IT organization, and pursue technical certifications.
• Experience with asset management and IT procurement is considered an asset.
• Experience supporting VMware vSphere ESXi environments is considered an asset.
• Valid driver’s license is considered a plus.
• Ability to safely lift and handle equipment weighing between 4–14 kg.

*Please note that this is a 1-year contract role, with the possibility of transitioning to a full-time employee position upon successful completion of the contract period.