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Lead IT Support Technician
Seattle, WA

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Job Description

Lead IT Support Technician - Seattle WA

Tilray is a federally licensed producer of medical cannabis. We are committed to setting the gold standard of care and excellence in our industry. We believe that commitment starts with a great work environment and benefits for our associates.

Looking to develop your career at the forefront of a rapidly expanding industry?

Reporting to the Manager, IT Operations the Lead IT Support Technician is responsible for the local team's daily service operations and maintenance of Tilray's IT infrastructure. The role provides onsite support to user workstations, mobile devices, scanning and printing peripherals, wireless access points, audio/video equipment, business applications, Cloud services, VoIP solutions, and other technologies. The Lead T Support Technician is a key resource for the organization's Service Desk, technology asset inventory, supply chain, and contributions to small to mid-sized projects. This individual participates in the implementation and enforcement of policies, procedures, and documentation that are consistent with company enterprise goals, industry best practices, regulatory requirements, and quality standards.

Role and Responsibilities

* Primary onsite resource to ensure effective incident and problem resolution, internal customer satisfaction experience, and interface with management teams
* Lead direct reports, scheduling, manage performance reviews, and disciplinary action
* Provide tier 1-2 triage for enterprise ITSM platform, effectively managing queue for individual and team performance metrics, and building increasingly robust Knowledge Base
* Support all corporate hardware: Windows/Apple workstations, laptops, iPhones, iPads, and Android devices, MFC's, printers, projectors, and A/V equipment
* Diagnose and repair technical issues for remote users via phone, email, and remote control
* Timely asset and supply procurement, control, and disposal in accurately maintained inventory and orderly storage areas
* Assist corporate network/systems administrators as required on basic functions for all corporate systems: Windows Active Directory, Office365, SCCM, JAMF MDM, Mitel/Asterisk VoIP, Mimecast, RingCentral, Slack, Confluence, and business applications - running both on-premise and Azure/AWS Cloud
* Assist corporate admin and engineering teams on basic tasks with all corporate infrastructure: Dell SonicWALL, Cisco switching, Fujitsu SAN, ESX VMWare hypervisors and Ubiquti wireless AP's
* Identify, triage and resolve technical issues, determining root causes, and escalating where applicable in accordance with company SLA targets
* Coordinate and communicate onsite change activities, impact, and maintenance windows
* Adhere to established IT processes, procedures, and standards; create and update SOP's and User Guides as requested by centralized corporate teams
* Contribute to the development of methods to improve business efficiency, reduce risks, increase controls and/or increase user satisfaction
* Collaborate with other IT and operational staff to ensure infrastructure integrity, InfoSec priorities, and ongoing performance metrics
* Research and recommend improvements to the organization's hardware, software, applications, and infrastructure, with business justification proposals
* Develop and maintain expertise through professional development opportunities and personal studies off-hours
* Mandatory availability as an on-call resource evenings, weekends, and statutory holidays


* University degree in Computer Science, Information Systems, Information Technology, or an acceptable combination of education and experience
* At least 4+ years of direct work experience as a Lead IT Support Technician, in VMWare and Microsoft enterprise environment with progressively increasing oversight responsibilities
* At least one of Microsoft MTA, CompTIA A+, CCENT, equivalent work experience
* Intermediate experience with Windows Pro 8.1/10, Apple OSX, iPhone, iPad, Android phones and tablets, Microsoft Office 2016, Microsoft Visio 2016, and Microsoft Project 2016
* Basic experience with Windows Server 2012/2016, Group Policy, PowerShell, System Center 2016, VMWare ESX 6, SolarWinds, Cisco or HP switches and firewalls
* Familiarity with VLAN, OSFP, BGP, VoIP, SSL, WPA2-PSK, RADIUS, LDAP, IDS/IPS, VPN, and packet sniffing tools
* Familiarity with ActiveSync, LDAP, DHCP, DNS, NFS, SMB, CIFS, iSCSI, HTTPS, SSL
* Knowledge in system and network architecture, design, configuration, disaster recovery, business continuity, storage management, and performance monitoring are assets
* Able to interpret the operational requirements of end users, project managers, and other stakeholders, with understanding of ITIL principles
* Ability to write concise and accurate technical documentation for internal IT use and end-user training purposes, and maintaining accurate records of system configurations and inventory
* Effective time management, task prioritization, and ability to consistently meet deadlines
* A proven self-starter requiring minimal supervision, highly motivated and proactive
* Possess excellent written and verbal communication skills, and highly analytical aptitude

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