Helpdesk Technician

2 days ago

North Bay ON, Canada Haxxess Enterprise Corporation Full time

We believe that all technological solutions should be designed with security in mind and delivered with the friendliest service possible to ensure client satisfaction. We are looking for a like-minded information systems technician with a minimum of 3 years experience working at an MSP or relevant field to join our team. The information systems technician is responsible for implementing, maintaining, troubleshooting and documenting informational systems as part of client support requests and internal projects. These systems include but are not limited to software, workstations, mobile devices, servers, data and voice networking equipment. Most of the work is performed remotely, however, some onsite visits may be required on occasion. Advanced troubleshooting abilities, knowledge of workstation and server Windows operating systems and networking concepts are a must.
Other responsibilities include monitoring the RMM suite, managing service tickets, creating or updating documentation as well as addressing automated alerts accordingly.
Since this position is for our satellite office in North Bay, the ideal candidate must be able to produce excellent work both independently and collaboratively with our main office in Sudbury.
Provide a point of contact for customers via phone, email or ticket.
Provide the client with remote and onsite troubleshooting.
Implement, maintain and troubleshoot software, workstation, server and network equipment.
Use our PSA to prioritize, action and escalate helpdesk tickets, service requests and projects.
Ensure that tickets and projects are dealt with in a timely fashion as per the established SLAs and KPIs.
USE OF OUR MONITORING & MANAGEMENT TOOL
PROJECT WORK
Assist with infrastructure implementation project delivery either remotely or onsite as required.
Assist with audits and other discovery projects.
COMMUNICATION, REPORTING & RISK
Escalate tickets that require senior team member support.
Identify, communicate and mitigate potential risks to clients and senior team members.
Undertake other duties as required by senior team members.
Strong knowledge of computer hardware components.
~ Strong knowledge of workstation and server Windows based operating systems.
~ Strong knowledge of networking concepts (e.g. DNS, DHCP, ACLs, VPN) and networking equipment (e.g. switches, routers, firewalls, access points)
~ Microsoft Office, web browsers, Adobe Creative Cloud)
~ Experience with remote access tools (e.g. Experience with Microsoft 365 and/or Microsoft Exchange.
~ Ability to lift heavier IT equipment (30+ lbs)
~ Experience managing technical service tickets
~ Post-secondary diploma or degree in information technology or relevant field
~ 3-5 years experience in the IT field
~ Assets * Experience with RMM Tools and PSA software
Experience with programming, scripting and/or structured query languages.
Experience with Mac and Linux based operating systems
Excellent verbal and written communication in French
Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc

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