IT Helpdesk Analyst
2 months ago
Reis Informatica, a leading Managed Service Provider (MSP), is seeking a highly skilled and motivated Intermediate Help Desk IT Technician to join our team. As the primary point of contact for our client's IT needs, you will play a crucial role in providing exceptional technical support and ensuring client satisfaction. This is an excellent opportunity for dedicated IT professionals looking to advance their careers in a dynamic and challenging environment.
**Responsibilities**:
- Efficiently triage and prioritize incoming tickets based on severity, impact, and urgency.
- Resolve quick and straightforward technical issues independently, providing step-by-step guidance and instructions to clients.
- Investigate and troubleshoot complex issues related to Windows Server, Office 365, Azure, Active Directory, networking, firewall management, VMware, and other IT infrastructure components.
- Utilize remote access tools to provide remote assistance and resolve technical problems efficiently.
- Escalate tickets to higher-level technicians or external vendors when necessary, ensuring appropriate levels of support are provided.
- Collaborate with team members to share knowledge, troubleshoot challenging issues, and improve overall service delivery.
- Maintain accurate and detailed records of client interactions, actions taken, and resolutions provided in our ticketing system.
- Proactively identify recurring issues and provide recommendations for process improvements and knowledge base articles.
- Stay up-to-date with the latest technologies and industry trends to enhance technical skills and provide cutting-edge solutions to clients.
**Required Skills**:
- In-depth knowledge of Office 365 administration, including Exchange Online, SharePoint Online, and Microsoft Teams.
- Proficiency in managing and troubleshooting Windows Server environments (2012, 2016, 2019), including Active Directory, DNS, and Group Policy.
- Experience in firewall management and network security concepts.
- Familiarity with VMware virtualization technologies, including vSphere and vCenter.
- Strong understanding of networking protocols, TCP/IP, DHCP, and DNS.
- Ability to diagnose and resolve hardware and software issues on desktops, laptops, and mobile devices.
- Excellent problem-solving skills with the ability to troubleshoot and resolve technical issues independently.
- Strong customer service orientation, with exceptional communication and interpersonal skills.
- Ability to multitask and prioritize workload effectively in a fast-paced environment.
- Proactive and self-motivated with a strong desire to learn and grow professionally.
- BONUS POINTS FOR: Relevant certifications such as Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Modern Desktop Administrator Associate, VMware Certified Professional (VCP), or Cisco Certified Network Associate (CCNA) are a plus.
To apply, please submit your resume and a cover letter detailing your relevant experience and why you would be a great fit for this position. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
**Job Types**: Full-time, Permanent
**Salary**: $48,335.34-$66,521.99 per year
**Benefits**:
- Extended health care
- Paid time off
Flexible Language Requirement:
- French not required
Schedule:
- Monday to Friday
- On call
Ability to commute/relocate:
- Kitchener, ON N2R 1J4: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Are you legally allowed to work in Canada? (Canadian Citizen or permanent resident)
**Experience**:
- IT support: 2 years (required)
Licence/Certification:
- CompTIA A+ (preferred)
Work Location: One location
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