IT Service Desk Specialist

7 months ago

Toronto, Canada Omega Network Solutions Full time

**IT Service Desk Specialist (Tier 2)**

Omega Network Solutions is a Managed IT Services Provider (MSP) in Toronto. We specialize in providing outsourced IT support, hosted servers, security and project services to small and medium-sized businesses in the GTA area. We are looking for an experienced Tier 2 Support professional to join our small but dynamic service team to support our clients.

**Job Title**: IT Service Desk Specialist (Tier 2)

**General Summary**

The Service Desk Specialist (Tier 2) is a technical support role at Omega Network Solutions, whose primary responsibility is to provide IT support for our clients. This is a client-facing role, interacting with people in our clients’ offices. The Service Desk Specialist tracks and resolves all assigned support requests through effective decision-making and problem-solving skills.

This position is part of an on-call rotation. During the on-call period, the individual is expected to promptly respond to requests from clients and urgent server alerts, according to the defined on-call policy.

Omega Network Solutions offers a competitive compensation package and a comprehensive benefits package.

**Required Skills**:
**Required Personal Skills**:

- Excellent English verbal and written skills
- Outstanding interpersonal and communication skills in English
- Enthusiasm for providing outstanding customer service
- Strong decision-making and problem-solving skills
- Presents themselves in a highly professional, competent manner
- Ability to work calmly under pressure, multitask and prioritize
- Ability to work independently and within a team environment
- Highly organized, detail-oriented and self-motivating
- Patience in solving technical problems with end users of varying technical aptitudes
- Desire to learn new IT skills and genuine interest in technology
- Fully vaccinated against COVID-19
- Toronto Police background check is required

**Required Technical Skills**:

- Microsoft Windows 10/11
- Microsoft Office 365 Management
- Microsoft Server management, including Active Directory
- Daily maintenance of server backup jobs
- Setup and troubleshooting of Firewalls, Switches and VLANs
- Windows/Mac OS and hardware support
- Ability to lift and carry computer equipment
- Valid G Ontario driver’s license and full access to a reliable vehicle

**Considered a Strong Asset**:

- Experience at another MSP
- Automate/Labtech or other RMM (Remote Monitoring and Management) system
- ConnectWise, or other PSA (Professional Services Automation) system
- SonicWALL Firewalls
- Veeam Backup
- HPE ProLiant Server hardware
- Hosted VoIP Phone Systems
- Citrix XenApp
- Microsoft, Citrix and SonicWALL certifications would be considered a strong asset

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

**Salary**: $50,000.00-$60,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- On call

Supplemental pay types:

- Bonus pay
- Overtime pay

COVID-19 considerations:
All members of Omega staff must be fully vaccinated against COVID-19.

Application question(s):

- Do you live in the Greater Toronto Area with full access to a reliable vehicle? (required)

**Experience**:

- IT support: 2 years (required)

**Language**:

- Excellent and Fluent English (required)

Licence/Certification:

- Ontario Full G driver's license or equivalent (required)

Work Location: Hybrid remote in Toronto, ON

Expected start date: 2021-12-13

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