General Summary:Our client is a leading industry expert in IT support, technology service, management consulting and business development. Has been in business for 30 years and has been offering forward thinking advice and operation enhancing solutions to small and medium sized businesses. The goals are simple: we create streamlined technology services that suit the business needs of our clients, secure their data, and prioritize their people.
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.
- Position 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
- 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
- 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
- Valued Certifications and Education
- Degree in Computer Information Systems
Microsoft Certifications (MCP, MCSA, MCSE)
- CPU / Processor Dual core processor 1Ghz or above, Intel Core i5 / i7 or AMD equivalent is highly required
Windows 10 or MAC is acceptable
- RAM At least 8GB RAM with 60GB free hard disk space available.
10 Mbps and up wired DSL Internet connection- Headset with noise-canceling feature & webcam
Job Types: Full-time, Permanent
Benefits: Work from home
Schedule:
Experience:
- VPN, terminal services, RDS support: 2 years (Required)
Office 365, Sharepoint, Azure, Intune: 2 years (Required)- Managed Service Provider (MSP) Or in a similar role: 3 years (Required)
Tier 2 Technician: 3 years (Required)
* Network Admin or Network support capacity: 2 years (Required)
