Tier 2 Technical Support

6 months ago

Kingston, Canada MicroAge Full time

**About MicroAge Kingston**

Working in the IT field since 1981, MicroAge Kingston has a dynamic team of over 15 employees. The company offers consulting services, integration, management, programming and staffing, added to the supply of products, software and Cloud Solutions. Our mission is to help today's businesses meet their current and future management needs through information technology, to ensure they grow with confidence.

At MicroAge, you can join a warm, passionate, and dynamic team with a stimulating work atmosphere. Our employees enjoy a friendly, business casual work environment, opportunities for career development through skills training and advancement, as well as a chance to make a difference for the clients we help each day. If you want to grow in your knowledge and confidence in managing leading edge IT, then look at MicroAge.

**About this position: Tier 2 Technical Support**
Tier 2 Technical Support works with the departments of technical projects and services. MicroAge’s Tier 2 Techs support the SE Team, which can include working outside business hours when necessary. The team’s objective is to satisfy customers by consistently delivering first class service, to maximize their efficiency and success.

**Responsibilities**
- Diagnosing and solving the problems relating to networks and end users. Configuration of routers, VPN's and firewalls.
- Liaising with customers’ Business Software vendors as customers’ advocates to follow through and resolve issues.
- Dealing with the escalated problems of helpdesk colleagues and mentoring less experienced technicians
- Installing and upgrading software on servers and clients’ endpoints.
- Liaise with clients on behalf of MicroAge and to ensure operational excellence at their sites which can include
- Install and maintain complex computer networks
- Configure various server hardware platforms
- Upgrade and install small cabling jobs, configure and install wireless tech, cameras etc
- Install Microsoft Server operating systems, configure for use as Hyper-V hosts or guests or VMware guests
- Trouble shoot and repair server and workstation hardware
- Install, configure and troubleshoot various versions of Windows on workstations and laptops
- Configure network devices
- Support and promotion of long term client relationships
- Prepare thorough client documentation
- Work with Project team to strategize on projects from infancy to fruition
- May have to train users on basic operation of computers and related components

**Specific Requirements**:

- More than 3 years of relevant experience for college or 5 years for professional studies
- a valid driver's license
- Experience with Microsoft Cloud Services
- SharePoint, Azure, Teams
- Understanding of IT security best practices
- Comp TIA A + and/or Server +
- Hands on aptitude for cabling, networking etc
- Experience with Vmware, Veeam, SonicWALL is an asset

**Skills and Qualities**:

- Proven ability to solve problems
- Excellent communication and customer service skills
- Autonomy
- Enjoy meeting team challenges
- Professionalism
- Be passionate about IT

**We offer**:

- Competitive remuneration: salary, and bonus opportunity
- Comprehensive employee benefits package
- Flexible work schedule including ability to work from home as appropriate
- Training, coaching and mentoring within a challenging and rewarding work environment
- Opportunity for personal and professional growth with the possibility for advancement within the Company

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

**Salary**: $49,920.00-$55,080.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program

Schedule:

- Day shift
- Monday to Friday
- On call

Supplemental pay types:

- Bonus pay
- Overtime pay

Ability to commute/relocate:

- Kingston, ON K7M 7N7: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Have you worked with products like Connectwise, Kaysea, Autotask etc?

**Education**:

- AEC / DEP or Skilled Trade Certificate (preferred)

**Experience**:

- IT support: 3 years (preferred)
- MSP: 2 years (preferred)

Work Location: Hybrid remote in Kingston, ON K7M 7N7

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