Technical Support Specialist, Tier 2

2 months ago

Toronto, Canada LOFT Community Services Full time

**DATE**:October 3, 2024
**LOCATION**:Toronto, ON - Information Technology
**COMPENSATION**:$63,042 - $74,308 annually prorated

LOFT Community Services is a unique and dynamic charitable organization that supports people living with complicated issues such as mental and physical health challenges, substance use challenges, poverty and homelessness. Serving approximately 19,633 annually and providing 1,861 units of supportive housing last year, LOFT is one of Ontario’s largest mental health service providers of its kind. LOFT is also recognized as a Nonprofit Employer of Choice Award (NEOC) recipient.

To help fulfill its mission, LOFT is hiring a **Technical Support Specialist, Tier 2**.

**Job Summary**

**What You Will Do**
- The Technical Support Specialist is responsible for providing both remote and on-site technical support to LOFT staff and client
- Install, configure, and maintain a vast array of IT environments and systems including LAN/WAN/Wi-Fi networks, Firewalls, Servers, Storage, Cloud services and End-User support
- Create and update standards, procedures, and checklists to ensure consistency across staff internal documentationResponding to and assisting with IT issues while meeting customer service and response time (SLA) objectives
- Develop strong relationship with vendors, technical, operations and management teams with an overall goal of improving customer service, client perceptions and satisfaction
- Effectively managing multiple tasks/projects simultaneously
- Monitor support queue to respond to clients promptly once notified of an issue
- Document all work in our Service desk tool, and keep clients informed of the status of issue resolution
- Proactively ensuring staff data are being backed up and recoverable
- Participate in technical meetings, initiatives, and discussions to improve service delivery
- Understand our staff, and client’s needs and how IT relates to their strategy, goals, and operations
- Analyze current technical designs, risks, and issues, proposing new and effective solutions
- Available to work between the hours of 8:00 am and 6:00 pm.
- Be available for after-hour/weekend
- Assist junior technicians with anything requiring escalation
- Assist Tier 3 / Tier 4 with cloud, and infrastructure task or deployments
- Remain current with frequent advances in the field of information technology.
- Plan, schedule, and monitor own work within short time horizons.
- Image and deployment of desktop, laptops, mobile devices
- User creation and disable
- Visit remote sites to setup Switches, Firewall, Wireless access points, VPN connectivity

**What You Bring**:
Must Haves
- Strong understanding and knowledge of Firewall configuration and management, with experience with at the following Watchguard, HP Aruba, Ubiquiti.
- Thorough understanding of network technology and protocols including TCP/IP protocols, VLAN, VPN, DNS, SSL
- Working knowledge of virtualization technology like VMware ESXi, vSphere and Microsoft Hyper-V
- Ability to independently install and support VoIP systems, specifically Skype for Business, Teams, Nortel BPX
- Knowledge of Microsoft Server roles and services including Domain Controller, File Server, SQL Server, Exchange.
- Knowledge of Microsoft Cloud Products including Microsoft 365, Azure, SharePoint, online, OneDrive, Teams, Office 2010 to Office 2021
- Ability to install and support Desktop operating system (Windows & Apple Mac OS/X) and related programs
- Ability to create and deploy windows image.
- Solid knowledge of iOS and Android
- Ability to manage and deploy MDM solutions
- Experience working with Remote Monitoring & Management (RMM) tools and PSA ticketing system
- Sound understanding of network setup and maintenance for a multi-site organization
- Hands on experience in end-user technical support and troubleshooting
- Excellent oral, written and listening communication skills, able to work effectively within a team environment
- Direct project management experience in organization-wide technology deployments
- Demonstrated strong analytical, organizational, conceptual, and decision-making skills
- Exceptional customer service skills with the ability to explain technical terms in plain language
- Ability to work with mínimal supervision, high level of initiative and self-direction
- Able to travel to program sites as needed

Work Environment:

- This role operates in an office setting but may require occasional visits to other locations for hardware setup or troubleshooting. Physical requirements include handling of IT equipment and peripherals.

**What We Offer**:

- A comprehensive compensation and benefits package, including medical, dental, vision, life insurance, and long-term disability
- Defined Benefits Pensions Plan
- 24/7 Employee Assistance Program
- E-learning program available all year round
- Starting vacation time above minimum standard,
- Additional paid personal and paid sick days
- Professional development budget avail

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