Senior Technical Support Specialist to analyze and resolve ticket issues related to networks, w[...]

3 weeks ago


Edmonton AB, Canada S.i. Systems Full time

Our client is seeking a Senior Technical Support Specialist to analyze and resolve ticket issues related to networks, workstations, operating systems in a Microsoft environment.

Responsibilities:

  • Conduct ticket management and troubleshooting activities adhering to corporate Service Level Agreements.
  • Analyze and resolve ticket issues encompassing servers, storage, workstations/laptops, backup systems, LAN/WAN infrastructure, routers, switches, firewalls, and operating systems using approved remote management tools.
  • Document all issues and resolutions meticulously in the company's PSA (Autotask) and Documentation (ITGlue) Platforms. Update PSA and Documentation platforms to reflect changes in client environments or processes.
  • Develop and maintain the technical skills, knowledge, and certifications required for superior performance as a Technical Consultant.
  • Participate in organizational training programs as part of professional development.
  • Contribute to on-call rotation and after-hours support duties.
  • Prioritize and triage problems impacting client IT services for efficient resolution.
  • Coordinate with ServiceDesk, third-party vendors, and other internal IT teams as necessary.
  • Notify customers of issues, outages, and remediation status as required.
  • Maintain ongoing communication within the team and with external stakeholders regarding known issues and resolution steps.
  • Translate complex technical information into understandable terms for non-technical individuals.
  • Evaluate and test products, making recommendations.
Must-Haves:
  • 8+ years of technical support and helpdesk expertise
  • Analyze and resolve ticket issues encompassing servers, storage, workstations/laptops, backup systems, LAN/WAN infrastructure, routers, switches, firewalls, and operating systems using approved remote management tools.
  • Proficient in Microsoft (Exchange, Office 365, Teams, desktop, server operations and administration)
  • Proficient in diagnosing network issues and supporting network and servers infrastructures such as: Active Directory, DNS, DHCP, File Servers, Group Policy, User Accounts, Network and servers Infrastructure Monitoring
  • Based in Edmonton
Nice-to-Haves:
  • Certifications and/or bachelor's degree to support experience.
  • Virtualization and security technology experience
  • Storage and backup technology experience
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