Technical Support Specialist Tier 2

4 weeks ago

Mississauga, Canada i3 Solutions Inc. Full time

**Summary**

The Tier 2 Technical Support Specialist's responsibilities are two-fold. Firstly, you will be responsible for timely and effective resolutions to issues relating to i3’s Panacea software package as it relates to both hospital management and end-user use. Secondly, you will be responsible for timely and effective resolutions to first-level and escalated end-user productivity issues as they relate to IT-serviced computer operations. This will be accomplished by performing question/problem diagnoses, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary.

**Job Duties**
- Monitoring/Resolution of issues relating to back-ups, server functionality, websites and other IT support systems
- Recognize and escalate complex issues to Tier 3 Support Technician or Development.
- Support clients with tips to ensure routine issues and obstacles are avoided
- Perform in-person, onsite repairs of hardware, printers, and other peripherals
- Testing functionality of Panacea, hardware repairs, and network
- Install network interface cards, hubs, switches, network cabling, and etc.
- Participate in moves, adds, and changes to network and systems access for new, departing, and/or promoted/demoted employees
- Accurately log work orders/help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process
- Prioritize work orders/help desk tickets according to severity
- Documentation of processes
- Use help desk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs
- Compile, maintain, and file all repair records, reports, and other documents as required
- Manage projects as needed with guidance from senior team members
- Maintain inventory of end-user hardware and software licenses through IT Glue
- Responsible for keeping IT storage area well organized
- On-call rotation required. Must have Internet access from home. Required to be available via cell phone during business, and off hours for emergencies
- Perform and assist with disaster recovery operations, as necessary
- Perform other duties as necessary (i.e. internal hardware issues, inventory management)

**Requirements**:

- College degree in technical field required, university degree considered an asset, or an acceptable combination of education and relevant experience
- Microsoft Certified Professional and/or 3+ years of direct work experience in a Support Technician capacity
- Always maintain a high degree of professionalism, courteousness, and friendliness
- Business-oriented mindset
- Ability to explain technical concepts and theories to non-technical audiences
- High degree of resourcefulness, flexibility, and adaptability
- Multi-tasking, organizational skills, and management of priorities
- As a growing company, responsibilities will increase over time
- Must have the ability to manage workload independently
- Desktop/network support, all modern Windows/Mac OSX versions
- Windows Server experience, all modern year versions
- Microsoft Office experience, all modern year versions
- Active Directory experience
- Virtual Machine experience, VMWare/Hyper-V environments
- Router/Switch management experience, Cisco/HP/Sonicwall/Fortinet.
- DNS/DHCP experience

**Nice to Have**
- Experience installing and configuring all kinds of Windows Servers
- SQL Server experience (i.e. Microsoft SQL Server, MYSQL)

**Work Conditions**
- Work from home/office at your discretion, occasional mandatory office visits
- Travel to client and hospital sites as needed (requires double vaccination)
- Manual dexterity required to use desktop computer and peripherals
- Ability to physically inspect equipment
- Able to lift at least 50 lbs.
- Overtime as required

**Job Types**: Full-time, Permanent

**Salary**: From $47,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday
- On call

COVID-19 considerations:
Double vaccination required for onsite work at hospital locations.

**Experience**:

- Active Directory: 3 years (preferred)
- Office 365: 3 years (preferred)
- Network support: 3 years (preferred)

Licence/Certification:

- Driving Licence (required)

Work Location: Hybrid remote in Mississauga, ON

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