IT Generalist

About Laivly

Seeking curious and creative types! We are an ambitious company of innovators building and shaping the future of customer service technology. Our solutions help the world’s biggest brands leverage artificial intelligence, machine learning, and digital automation in their contact centers to deliver better customer experiences. Led by a team of established contact center experts, Laivly addresses the unique needs and challenges of customer service programs, with an emphasis on ethics in AI and the customer service agent experience.

About the role

The primary duties of the IT Generalist include the maintenance and repair of computer hardware and software within a break/fix environment. This role involves providing quality and efficient support to internal customers. Responsibilities also encompass autonomously managing basic IT functions and offering support to experienced software developers, all while operating under the guidance of the DevOps Engineer. Effective time management and a strong sense of urgency are integral to this position.

This position is remote and open to candidates within Canada.

As IT Generalist, You Will…

• Install and test workstations (break / fix), fix performance issues, diagnose / replace hardware and software related problems
• Facilitate user setup including reviews of user privileges
• Review logging / monitoring systems to ensure uptime / prevent incidents
• Draft and propose incident response playbooks
• Coordinate policy reviews and seek approvals
• Reconcile cloud configurations against documentation
• Run, review and recommend remediation of penetration / vulnerability scan results
• Maintain inventory controls over company assets
• Act as (on-call) alert / incident first responder
• Recommend opportunities for automation
• Coordinate resources and schedules in order to achieve deliverables 
• Provide generalized IT support as required
• Perform other duties as assigned

As IT Generalist, You Have…

• A high school diploma or equivalent 
• Post-secondary or completion of post-secondary schooling preferred
• Previous service desk or IT Generalist experience (or internship)
• The ability to troubleshoot workstation issues
• A general understanding of networking
• The ability to understand and prioritize internal customer support according to the needs of the business
• Experience operating in a cloud environment (an asset)
• Deep understanding of Operating Systems
• Experience with MDM; mobile device management (an asset)
• The desire and aptitude to learn a variety of software programs
• Strong analytical and problem solving skills
• The ability to multitask and manage your own work tasks
• Ability to work in a fast paced and time sensitive environment
• Willing and able to work a schedule that aligns with North American business hours 
  

Life at Laivly:

Laivly gives you the opportunity to collaborate and grow your career with a diverse and passionate team. Balance and wellness are important, and we make it easy to achieve with a flexible environment that works with you. A career at Laivly is about working with a fun-loving, dedicated team of creatives, risk takers and game changers. It’s about sharing your talent and imagination to develop innovative tech that’s revolutionizing the way top brands interact with the world. 

We’ve got a shared mission - and a Laivly future. Join us today!

Laivly provides Equal Employment Opportunities in accordance with all provincial and federal laws. Laivly is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

Laivly is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.