Intermediate Support Technician

3 weeks ago


Markham, Canada Dynamix Solutions Inc. Full time

Reporting to the Technical Team Lead, the Intermediate Support Technician is an integral role within our Service Delivery team supporting and engaging customers on consulting, project and support engagements. This role is accountable for managing several customer accounts and delivering best-in-class resolutions. The individual in this position partners with senior engineers to focus on customer solutions, ensuring all customers receive a high and consistent level of customer service.

**Specific responsibilities will i**nclude**:

- Be a brand ambassador for Dynamix Solutions and provide high quality service to customers while adhering to customer policies and procedures,
- Engage with customers providing high quality professional day-to-day on-site and remote support, ensuring high level of customer satisfaction,
- Provide customer support for multiple concurrent issues, with the ability to prioritize tasks,
- Assist in gathering business requirements and translate them into IT solutions,
- Deliver technical solutions as per specified plans, deliverables, costs and timelines,
- Document technical issues, solutions and support information,
- Work in a team environment, assisting other team members on an on-needed basis,

**Qualifications of the position include**:

- University/College degree or diploma in Computer Science, Engineering or a related discipline
- 5 years of hands-on IT support experience
- A solid understanding of networking/distributed computing environment concepts
- Demonstrated customer service experience, with strong customer relationship management skills
- Strong verbal and written communication skills, with an ability to express complex technical concepts in business terms
- Experience in developing solutions to solve complex technical problems quickly and completely
- Strong analytical, research and organizational skills, issue identification/prioritization/resolution skills
- Detail-oriented individual who strives for accuracy in their work
- Highly motivated team player
- Exceptional writing skills, including documenting configuration and support information
- Must be willing to travel to client sites
- Windows Server 2012, 2012 R2, 2016 and 2019
- Exchange Server 2013, 2016, 2019 and Microsoft 365
- Active Directory implementation and administration
- Backup and Disaster recovery technologies (Datto, Veeam, vRanger, Symantec Backup Exec and other technologies)
- VPN solutions
- Virtualization technologies (VMware ESX/ESXi, Microsoft Hyper-V)
- Linux administration
- Storage (NAS/SAN)
- Experience in router, switch and firewall setup, configuration and management

**The Rewards**

We recognize that rewards play an important role in attracting and retaining great people. We offer a strong combination of financial and non-financial benefits, including:

- Competitive pay and a comprehensive benefit package
- We are committed to the professional growth and development of our team members and provide support through regular performance counseling, and through formal and informal training.
- A team focused on delivering service excellence to new and existing clients
- Exposure to a wide range of client issues across different industries
- A culture based on trust, working with multifunctional teams
- A challenging, innovative and interesting learning curve, pushing you to reach your full potential

Dynamix Solutions is committed to providing equitable treatment and accommodation to foster a barrier-free environment. Any requests for accommodation are welcome. Please notify us in advance if any accommodation needs are required.

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

**Salary**: From $70,000.00 per year

**Benefits**:

- Company events
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- Overtime
- Weekend availability

Supplemental pay types:

- Overtime pay

Work Location: Hybrid remote in Markham, ON L3R 0G4



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