Service Delivery Technician
Service Delivery Technician
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Job Description
Service Delivery Technician
(Portland OR; on-site)
About Tilray Brands Inc.
Tilray Brands Inc. (Tilray) (Nasdaq: TLRY; TSX: TLRY) is a leading global lifestyle and consumer packaged goods company with operations in Canada the United States Europe Australia and Latin America that is leading as a transformative force at the nexus of cannabis beverage wellness and entertainment elevating lives through moments of connection. Tilrays mission is to be a leading premium lifestyle company with a house of brands and innovative products that inspire joy wellness and create memorable experiences. Tilrays unprecedented platform supports over 40 brands in over 20 countries including comprehensive cannabis offerings hemp-based foods and craft beverages.
Job Summary:
We are seeking an IT Service Delivery Technician to serve as the primary technical resource for the daily operations of IT services for select Tilray Brands business entities while also supporting the execution of broader enterprise initiatives. This IT professional will utilize their advanced technical capabilities and interpersonal skills to drive a deep partnership between the IT organization and the business entities by ensuring high availability and timely delivery of IT services serving as a subject matter expert for IT implementations and becoming an active liaison for project intake and continuous improvement as it relates to IT services. This individual must demonstrate a high level of personal ownership initiative and appropriate independence in the daily delivery of IT services.
Key Accountabilities:
- Adhere to performance targets of OLAs and SLAs in the delivery of in-scope IT services.
- Engage directly and frequently with remote and local employees to troubleshoot escalated IT issues and deliver superior IT support services for computer systems (software hardware) and on-site equipment (printer telecommunication devices smartphones etc.).
- Serve as a subject matter expert to the business entities for consulting on IT services/capabilities while also representing the individual business needs to the larger IT organization.
- Provide on-site support for services such as video conferencing solutions and localized printing.
- Perform active monitoring and response to on-premises IT infrastructure.
- Administer endpoint management and provisioning.
- Maintain on-site physical inventory of IT equipment and perform requisite asset management activities.
- Serve as a key fulfiller for employee IT services such as IT orientation onboarding offboarding workstation move/add/changes.
- Participate in core ITSM practices such as Incident Problem Request and Knowledge Management.
- Drive incident deflection by proactive understanding of the environment and help create documentation for the external managed service desk.
Required Qualifications:
- College Diploma/University Degree in related field
- 5 years experience in an IT Support role in an ITIL focused environment
- Excellent organizational verbal and written communication skills with a keen attention to detail
- Extensive experience in supporting and administering Microsoft 365 products such as Microsoft Outlook Teams and Excel (SharePoint experience a plus)
- Understanding or experience enterprise directory systems such as Microsoft Active Directory and Azure/Entre ID
- Advanced understanding or experience with endpoint administration and operating systems such as Microsoft Windows Intune Microsoft Auto-pilot Microsoft Endpoint Manager macOS and iOS (JAMF and Kandji a plus)
- Working understanding of cloud and on-premises infrastructure tools such as Veeam VMware vCenter Cisco Meraki PRTG LogicMonitor and Microsoft Azure
- Occasional travel to other site locations may be required.
Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings please advise when submitting your application.
Required Experience:
IC
Employment Type
Full-Time
