Application Support

5 months ago

Oakville, Canada The UPS Store Canada Full time

Do you want to make a big impact on a fast-growing IT Team? Do you want to be part of a team that truly supports employee growth and development? Are you someone with strong organization, time management, and communication skills? Then, we want you

We’re searching for someone who enjoys interacting with people and is determined to deliver fast, accurate solutions to our users. This role has direct user-facing responsibilities, and our ideal hire needs to be experienced in the support and delivery of technical systems and solutions in networking while providing a 5-star customer service focused experience. Moreover, this Application Support role will have elevated access within client environments, therefore, the added responsibility of ensuring the security and confidentiality of our client’s businesses is a priority.

In this role, you will be a leading role player within the IT team with any day-to-day IT support issues that may arise. The ability to support the installation and maintenance of ongoing Windows hardware, software as well as Server hardware and software related issues.

**Qualifications**:

- **Soft Skills - **You possess superior communication and interpersonal skills.
- **Organizational skills** - keeping files on ongoing issues and notes about specific user repairs are important in helping help desk analysts identify and correct problems and work seamlessly with other members of the team.
- **Customer service** - Must show patience, understanding, and empathy with users at all times to make sure users are taken care of in a timely and respectable manner.
- **Troubleshooting** - help desk analysts need to be familiar with all the steps in the troubleshooting process for all kinds of errors and computer issues to quickly and effectively resolve customer problems.
- You can work after-hours, weekend, and shift work when necessary. You possess “intermediate” understanding of networking concepts, systems, and services, ISP services, routers, firewalls, switches, TCP/IP.

**Key Responsibilities**:

- Resolve Level 1 and 2 issues; elevates complex and/or high priority problems to the appropriate support groups for resolution
- Collaborating with the IT department on the deployment and maintenance of network technologies
- Testing the exchange of data between computers, servers, modems, and routers.
- Installing, configuring, and updating network software, as well as maintaining hardware and network devices.
- Performing diagnostic tests and repairs, as well as developing data archiving, backup, and retrieval procedures.
- Testing network protocols and ensuring stable and secure server connectivity.
- Providing onsite or remote or technical support and preparing user manuals.
- Correct faults and provide resolution of complex problem tickets
- Perform PC and network troubleshooting and upgrades
- Network support and troubleshooting
- Perform network analysis and capacity planning
- Assist in the creation of processes and procedures for client network operations
- Contribute to the administration of network backup and disaster recovery
- Contribute to the planning and implementation of multiple projects.
- Provide personal day-to-day support to the internal employee’s store users.
- Analyze, troubleshoot, and resolve issues with workstations, printers, servers, or network devices.
- Take ownership of end-user devices by performance monitoring, installing, or updating. software and performing other maintenance tasks Manage network, server, and cloud. infrastructure.
- Help maintain a stable and secure infrastructure.
- Update and expand on internal documentation.
- Support facility and operations as required.

**Desired Skills and Experience**:

- Bachelor's degree in computer science, Information technology, or similar.
- At least two+ years experience in a leading IT position.
- In-depth knowledge of network infrastructure, architecture, connectivity, and security.
- Superb analytical and problem-solving skills.
- Exceptional organizational and time management skills.
- Excellent interpersonal, communication, and collaboration skills.
- Willingness to travel to client locations.
- Availability to perform urgent network repairs outside of business hours.
- Experience with Microsoft Exchange is a plus.
- Understanding of network switches, routers, and firewalls is required
- Virtualization with Microsoft Hyper-V and/or VMWare experience a plus.
- Troubleshooting, project management, initiative and professionalism are of utmost importance.
- Bachelor’s degree preferred or equivalent work experience/certifications (A+, Network+, CCNA, CCSP, MCP, MCSE, and MCSA)

Monday - 4-9PM

Tuesday - 4-9PM

Wednesday - N/A

Thursday - 4-9PM

Friday - 4-9M

Saturday - 1-7PM

Sunday - N/A

**Job Type**: Part-time

Pay: $35,000.00-$40,000.00 per year

Expected hours: 26 per week

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care
- Work from home

Schedu

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