Senior Support Specialist Level 3
Our client is a Canadian Based MSP (Managed Service Provider). They provide IT and Network support services to a wide range of mid-sized companies. This senior role offers work from home options, competitive salary, growth opportunities and the chance to work with a dynamic and growing team of international IT professionals.
As a Senior Support Specialist, you play an integral role in the business, acting as the point of escalation for the team of technicians and not being afraid to roll up your sleeves and dive into the work. This role requires working closely (both remotely and on-site) with our valued clients on a day-to-day basis, using your analytical problem-solving skills to cater innovative solutions to their needs.
Key Responsibilities:
Provide timely IT support relating to various technical issues involving (but not limited to) Office 365, SharePoint, Azure and Intune, line of business applications, networking equipment, VPN (hardware and software), VMware, Datto, and different server environments
Acting as a point of escalation for the technical team
Making recommendations based on your knowledge and experience
Support services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint etc.
Implement and support disaster recovery solutions
Technical services and support at the network level: WAN and LAN connectivity, VLAN configuration and troubleshooting, routers, firewalls and security
Remote access solution implementation and support: VPN, Terminal Services, and RDS
Keep up-to-date documentation for clients in our documentation system
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages
Effectively communicate complex terminology into easy-to-understand language for clients
Enter all work as service tickets in our ticketing system (ConnectWise)
Engineering solutions to fit clients business needs
Pre-sales support for account managers (scoping, advising on recommended solutions, etc.)
Other duties as assigned
Qualifications:
Minimum 3-5 years of Managed Services Provider (MSP) experience or experience in a similar role
2+ years working in a Network Admin or Network support capacity
3+ years experience as a Tier 2 Technician
Understand networking and systems administration (CCNA, CMPTI A+, network considered an asset)
Experience with Windows OS
Experience in OSX considered an asset
Degree in Computer Information Systems or related field considered an asset
Strong interpersonal skills including written and verbal
Ability to problem solve and provide solutions
Required Skills:
Takes ownership of tasks and follows through to ensure complete resolution
Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
Ability to pay close attention to detail while performing technically detailed tasks
Ability to deal effectively with stressful situations
Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
Ability to provide accurate time estimates for how long a task will take
Understands that the success of individuals is measured by the success of their teams
Ability to quickly learn new technologies through the use of self-study materials and intuition
Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution (i.e. - Susie can't print)
Enjoys sharing information, supporting others, and working on a team to achieve team goals
On-going self-training to preserve professional viability is a must
Solid English both written and spoken
Current model PC (to be specified)
High speed internet access and backup
Suitable office space for work-from-home
