Red Nucleus is hiring an IT Service Technician to join our Global IT Team! This is a hybrid role, based out of our Toronto, Canada office.

Our purpose is advancing knowledge to improve lives. We succeed by being the premier provider of strategic solutions for Learning and Development, R&D, Medical Affairs, Market Access, and Commercial partners in the life sciences industry. Our global team is composed of over 900 full-time employees whose commitment to creativity, quality, and on-time delivery is unrivalled in our space.

At Red Nucleus, we believe in providing a rich working environment that pushes us to innovate in ways that engages our employees to be their best selves. Our culture is about meaningful work, a true sense of community, and fun. We love to celebrate our people and we are proud to have been Internationally recognized as a Great Place to Work".

How you Will Contribute

The IT Service Technician is responsible for providing comprehensive support to employees both locally and remotely, addressing all computer and technology-related issues. This role involves the initial setup, maintenance, and troubleshooting of computer systems, peripherals, and other business technologies. The technician will also create and maintain documentation and procedures related to service desk functions. Travel to site locations may be required for end-user and technology support.

Primary Responsibilities:

• Provide support for all desktop and end-user functions.
• Support the Medical Communications Animation and creative teams with video and audio software and hardware support
• Assist with the setup, installation, debugging, tracking, and maintenance of hardware and software, both on-site and off-site.
• Assist with the ordering of hardware, software, and supplies, ensuring adequate quantities for maintenance and new installations.
• Monitor the support ticket queue and maintain accurate information within the service desk system.
• This role will work directly with highly technical teams focused on video animation, cloud hosting, and software development. Must be comfortable with that technology or demonstrate the ability to learn those skills quickly.
• Record, track, and document service desk solutions.
• Issue and track equipment, documenting assets accordingly.
• Perform proactive maintenance on end-user devices.

About You

Education:

• Bachelor's degree in IT, or an equivalent combination of education and experience.

Experience:

• Minimum of 5 years in an IT support role.
• Experience managing and troubleshooting Microsoft Windows based PCs and Apple Macbook computers.
• Strong understanding and experience working with Adobe Creative Cloud and other similar tools including some or all of the following: After Effects, Illustrator, Photo Shop, Autodesk 3DS Max, Maya, Houdini, Maxon Cinema 4D, Red Shift
• Experience working with creative teams responsible for video production and rendering
• Some understanding of remote access tools including Parsec
• Minimum of 5 years of experience with MS Operating Systems.
• Strong working knowledge of Microsoft 365 suite of products.
• Experience supporting Audio and Video conferencing tools such as MS Teams, Zoom
• Some experience working with Adobe Creative Cloud suite and other video creation and editing applications

Technical Skills:

• Strong knowledge of Microsoft Operating Systems, including Windows 10 & 11.
• Experience with Apple Business Manager (ABM) and Apple MDM tools; Jamf experience preferred.
• Experience with installing and working with Microsoft M365 Suite.
• Experience using IT Service Management tools (ITSM) for service incident and inventory management
• Strong desktop software and hardware troubleshooting skills.
• Experience with Adobe cloud products, including Acrobat.
• Knowledge of cloud hosting services such as Azure and AWS.
• Basic understanding of data protection and IT security best practices.
• Familiarity with next-gen virus protection software and the ability to troubleshoot minor security incidents.
• Working knowledge of MDM tools such as Microsoft Intune, Jamf, etc.
• Experience working with directory services such as Entra ID.
• Understanding of desktop imaging and deployment of desktop environments.
• Familiarity with video creation software such as Adobe After Effects is desirable.
• Strong orientation towards quality, continuous improvement, and customer service.

Soft Skills:

• Exceptional customer service skills.
• High ethical standards.
• Strong communication skills (written and verbal).
• Highly organized with excellent follow-through.
• Ability to work independently and as part of a team.
• Self-starter with the ability to quickly understand new technology.
• Initiative, drive, and enthusiasm.
• Good planning and organizational skills.
• Ability to multi-task, prioritize, and adapt to a changing environment.

Physical Requirements:

• Sitting at a desk for 6-8 hours a day.
• Working on a computer for 6-8 hours a day.
• May be required to work unpredictable hours.
• Ability to travel as needed.

#LI-AA1