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Intermediate/Senior Technical Support Specialist
5 months ago
Who Is GAM Tech?
GAM Tech specializes in delivering top-notch IT support tailored for small and medium sized businesses. Our ethos is rooted in forging strong relationships and ensuring open communication, allowing us to align IT strategies with our clients' business objectives. We pride ourselves on being a dependable partner for growth, offering solutions that enhance operational efficiency and peace of mind.
Led by a dynamic team with a combined century of expertise, we're committed to innovation and customer excellence. Our accolades, including recognition by TechnoPlanet, Channel Futures, and Clutch, attest to our leadership in the IT sector. We have also been recognized as a Great Place to work in Canada for 2023
Join GAM Tech for a career where cutting-edge technology meets unwavering dedication to service and be part of a team that's recognized as one of Canada's top IT service providers. Add to all that, great benefits, a competitive salary and an exceptional bonus structure.
If you want to find more info about us, please visit www.gamtech.ca.
Who you are
As a Level 2 Support Technician at GAM Tech, you're the reliable backbone of our technical support team, adept at handling more complex IT challenges with finesse and efficiency. You bring a solid understanding of IT infrastructure, networks, and systems, coupled with a commitment to delivering top-notch service to our clients. Your experience equips you to tackle a diverse array of issues, providing solutions that keep our clients' operations running smoothly. Whether collaborating with teammates or working autonomously, your dedication to resolving issues and ensuring customer satisfaction remains unwavering. Your exceptional communication skills enable you to effectively convey technical concepts and troubleshoot with ease.
What You’ll Be Doing
In your role as a Level 2 Support Technician, you'll serve as the next level of escalation for client IT concerns, utilizing your expertise to diagnose and resolve intricate technical issues via various channels such as phone, email, or live chat. You'll take charge of deploying and configuring workstations, executing routine maintenance tasks, and facilitating hardware and software installations as needed. Meticulous documentation of client interactions will be crucial, as you'll contribute valuable insights to our knowledge base and assist in refining support processes. Staying abreast of emerging technologies and industry trends, you'll continuously enhance your skills, enriching the team with your evolving proficiency. Your proactive approach ensures that our clients consistently receive exceptional support tailored to their specific needs.
You will be involved in covering 1st and 2nd line operational support and 3rd line change projects in a managed services environment.
Qualifications
- Degree or relevant qualification and/or professional certifications.
- Capable of managing multiple projects, activities and tasks simultaneously.
- Motivated self-starter who excels in tackling projects with minimal supervision.
- Strong supplier management and relationship management experience.
- Knowledge and experience of Windows Server technologies such as Active Directory, Group Policy, Windows 2008, 2012 and 2016 servers.
- Knowledge and experience of networking concepts and standard protocols such as LAN/WAN, TCP/IP.
- Knowledge & experience of SCCM.
- Knowledge & experience of Virtualization Technologies such as VMWare.
- Knowledge & experience of Datacenter support.
- Knowledge & experience of backup technologies including tape and disk to disk, in relation to the backup and restore of both physical and virtual servers.
- Experience in managing applications through small changes, patch/hotfix/version upgrade processes, testing and transition processes.
- Experience providing support and service management to live operational services.
- Knowledge & experience of incident, problem, change and release processes.
- Knowledge & experience working in a formalized change control environment.
- Familiar with both Apple and PC.
- Cabling and base Audio/Visual troubleshooting capabilities are an asset but not required.
Our Hiring Process for the perfect candidate
- Apply online here
- Complete the online personality and aptitude test sent to you to see if you are a fit with our awesome team
- Complete a video interview to show off your personality and experience.
- Have an interview in person or online with your future boss and our HR leader.
- Have one final interview with our CEO to make sure you like us and we like you.
- Start your dream job
Additional Comments:
Only successful applicants from each stage will proceed to the next step in our hiring process. We value a diverse and inclusive workplace. Please contact us if you require accommodation during the hiring process, and we can arrange reasonable and appropriate accommodations.
We thank all candidates for their interest; however, only those selected for an interview will be notified. No phone calls or website inquiries, please trust our proven process
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