Senior System Administrator
1 week ago
Direct Tec is a fast-growing provider of IT services and technologies serving clients across Canada. We help remove IT barriers and irritants so our clients can focus on their success and fully embrace new opportunities and technologies. We are a customer-driven organization that is highly responsive, accountable, and committed to best practices.
Direct Tec has long track record of success and expertise in Managed Services, Cloud Technologies, specifically Microsoft Azure and 365, Cyber Security, Networking and other common technology used by mid-market enterprises.
We are looking to add an energetic, customer focused Solutions Specialists to our team.
As part of our Service Delivery Team, you will be providing advanced support to end-users experiencing issues with hardware, software, applications, and other technology related problems. You will also be an escalation point for more complex and challenging technical issues, mentoring and guiding junior members of the team.
Responsibilities
· Offer expert-level technical support and guidance to end-users, resolving complex hardware, software, and network-related issues.
· Take ownership of escalated incidents, ensuring their timely resolution within established SLAs. Coordinate with other IT teams and vendors as necessary to resolve complex issues.
· Mentor junior help desk analysts, assisting them in improving their technical skills, problem-solving abilities, and customer service approach.
· Conduct in-depth root cause analysis for recurring or critical issues. Implement solutions to prevent similar incidents from reoccurring.
· Assist in implementing and enforcing security policies and practices to safeguard data and systems. Stay updated on the latest security threats and best practices.
Skills and Qualifications
- Extensive technical knowledge of computer hardware, operating systems, software applications, networking, and IT infrastructure.
- Demonstrated 5+ years of experience in providing advanced technical support and problem-solving in a help desk environment, specifically with Windows Server, Office 365, Active Directory, GPOs, Firewalls, VLAN, TCP/IP, DHCP, DNS, Azure, RDS/Citrix.
- Strong leadership and mentoring skills, with the ability to guide and inspire a team.
- Excellent communication and interpersonal skills to interact with end-users and team members professionally and effectively.
- Analytical mindset with the ability to conduct root cause analysis and implement appropriate solutions.
- Proven experience in process improvement and optimizing help desk operations.
- Proficiency in IT service management principles and ticketing systems.
- Familiarity with security best practices and compliance requirements.
- Previous experience within the Managed Services environment is required.
- Certification in relevant IT areas (e.g., CompTIA Network+, Microsoft Certified Solutions Associate - MCSA, ITIL Foundation, etc.) is advantageous.
Do you have a passion for technology, solving problems while working in a high-energy work environment? If so, we’d love to hear from you
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