IT Service Desk Technician, Level 3

3 weeks ago

Calgary, Canada VC3 Full time
DescriptionAre you a driven IT professional with strong technical skills and a proven track record for maintaining positive client relationships? Do you possess sound judgment with the ability to resolve complex business issues? Do you excel in a fast-paced and dynamic work environment

CompuVision is currently looking for a Service Desk Technician, Level 3. The Service Desk Technician is responsible for providing senior level technical assistance and support to CompuVision internal and external clients related to computer systems, hardware, running diagnostic programs, isolating problems, and determining and implementing solutions. In addition to this, the Level 3 Technician is accountable to the tier 1 and 2 teams to assist with technical escalations that stretch beyond the tier 1 and 2 scope of support.

Culture is an integral part of working at CompuVision. Our company values represent the most important values, the ones we live by: Passionately Curious We challenge the status quo, seek continual improvement and are constantly learning.

Go Beyond, We show that we care through positively impacting others through our actions, properly communicating expectations and executing them consistently

Own It, We have courage to do what's right, resolve to take responsibility, and grit to cross the finish line.

Serve as One, Together we are greater than the sum of our individuals, and teamwork is essential to success.

Our Noble Promise - “Developing Growth Minded People” - Is the driving force behind our values and why we do what we do.

Key Responsibilities Receive & Respond to tier 1 and tier 2 escalations.
  • Install, modify and repair computer hardware & software.
  • Run diagnostic programs to resolve computer problems.
  • Advanced server & network device management.
  • Resolve technical problems with Servers and network devices.
  • Follow-up with clients and technicians to ensure incident and problem resolution.
  • Train and educate CompuVision tier 1 & 2 technicians on technical standards.
Additional Responsibilities:

  • Maintain accurate and up to date documentation during the course of incident resolution, and through the change management process.
  • Maintain accurate and real time up to date timesheets.
  • Facilitate & attend monthly training & team meetings as required.
  • Participate in the on-call rotation (2 weeks every 7-8 weeks).
  • Assist with overflow service requests during peak periods.

Skills Knowledge and ExpertiseEducation Requirements, Skills, and Knowledge

  • Degree or Diploma in relevant field (nice to have, would accept experience over education)
  • Microsoft MCSE, MCSA, or MCTIP (Current)
  • Demonstrated experience in Cisco, Fortinet, VMWare and
  • Minimum five years relevant IT experience fully supporting and building SMB environments.
  • Demonstrated senior level expertise in
    • Microsoft Office Suite
    • Windows Server
    • O365 / Exchange / Active Sync / smtp
    • Active Directory
    • GPO deployment and maintenance
    • Firewalls and Switches
    • VPNs
    • Anti-Virus and Security Software
    • TCP/IP/DHCP/DNS
    • Hyper-V & VMWare
    • Windows RDS & Citrix
    • File permissions and file inheritance
    • SQL Database and permissions
    • PowerShell scripting
    • Public Key Infrastructure
    • Root cause analysis
Thank you for your interest in CompuVision. We appreciate all applications; however, only those candidates selected for an interview will be contacted.

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