Technical Support Specialist

3 months ago

Kelowna, Canada Mission I.T. Full time

**Company Overview**

We are a dynamic and growing local IT consultancy and service provider located in Kelowna, British Columbia. We specialize in providing customized technology solutions with an emphasis on the specific needs of our clients. Our team is passionate about technology and committed to providing exceptional and friendly IT services to our clients.

**Position: Technical Support Specialist**

In this role, you will be responsible for providing timely, effective, and friendly support to multiple clients. You will be required to provide timely support while exercising sound judgement and prioritization of multiple ongoing issues and projects. While this entails a broad range of duties, typical responsibilities are as follows:
**Server and Network Administration**:

- Manage and maintain our clients’ server infrastructure, including on-premise and cloud hosted Windows, Hyper-V and VMWare ESXi servers.
- Monitor network performance, troubleshoot issues, and optimize network resources.
- Implement security measures to protect against cyber threats.

**Helpdesk and Desktop Support**:

- Troubleshoot hardware and software issues related to workstations, laptops, printers, and mobile devices.
- Manage user requests such as account creation, password resets, and software installation.
- Track and update support requests and resolutions in our ticketing system.
- Keep client notes secure and up-to-date.
- Create and maintain documentation of common procedures and policies.

**Customer Service**:Must be comfortable interacting directly with end users and able to maintain a helpful and personable demeanour, even during stressful or uncomfortable situations. It is expected that you will take ownership of customer relationships and issues.

**Server, Desktop, and Networking**:Hands-on experience supporting Microsoft based client-server networks is required. This includes experience with tasks such as:

- PC Troubleshooting and repair.
- Network Design and implementation - IP Addressing, VLANs, Firewall policies, port forwards, etc.
- Server design and hardware support - Hyper-V, VMware,, File and print services, backup, etc.
- Microsoft Active Directory administration, Advanced Group Policies.

**Microsoft Cloud**:A working knowledge of Microsoft 365 and Azure/Entra technologies is required. Key areas of focus are:

- Azure Virtual Desktop, cloud-hosted virtual servers, storage, and networking.
- Deploying and managing resources in Azure.
- Knowledge of Azure/Entra Active Directory and Azure/Entra Connect.
- Microsoft Entra - Understanding of Role-Based Access Controls (RBAC), experience with ID authentication for secure help desk connections and ability to establish proper trusts for Remote Help sessions.

**Intune Proficiency**:

- Hands-on experience with Microsoft Intune for mobile device management (MDM) and endpoint security.
- Knowledge of Intune policies, compliance settings, and app deployment.
- Ability to troubleshoot Intune-related issues.

**Qualifications**:

- Bachelor’s degree in Computer Science, Information Technology, or related field (or technical diploma and equivalent work experience).

**Desired Certifications**:

- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Windows Server Hybrid Administrator Associate
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- CompTIA A+
- CompTIA Network+
- CompTIA Security+

**Benefits**:

- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Option for customized compensation plan.

**Salary**: $60,000.00-$80,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay
- Overtime pay

Licence/Certification:

- Driving Licence (required)

Work Location: In person

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