Level 2 IT Support Specialist

1 month ago

Ottawa, Canada Davidson Violette & Associates Inc. Full time

Davidson Violette is one of the leading managed service providers in the National Capital Region. We are looking for a strong technical support specialist to join our team.

The Technical Support Specialist's role is to deliver high-quality support for all our clients by receiving, prioritizing, documenting and actively resolving end user help requests, and escalating incidents when considered appropriate and necessary to maintain SLA expectations. In addition, the technician will complete project activities, maintaining compliance, be available on call and perform vendor management responsibilities.

**Why Join DVAI?**

Information Technology is growing and so is our team Are you ready to work with a variety of businesses? Take on any challenge? Driven by knowledge? If so, please check out our positions, because we would love to hear from you

Our Benefits:

- Health and benefits package - when you and your family are healthy, you bring your best to work.
- Growing knowledge - stay sharp by experiencing a vast range of client environments, learning from the best in the business.
- Work-Life Balance - priorities are never limited to the office, attend to the demands of your professional AND personal life.

Because people are our best assets.

**Responsibilities**
- Prioritize incidents and service requests within target SLA’s.
- Record detailed information into the Service Desk ticketing system.
- Perform post-resolution follow-ups to help requests to ensure client satisfaction.
- Rapidly establish a good working relationship with our clients and other professionals
- Provide support for workstations, printers, and peripheral devices including hardware and software setup.
- Monitoring and maintaining computer systems and networks
- Maintains technical documentation via solution library with respects to installation of software, configuration of hardware and troubleshooting.
- Maintain hardware asset management and software licensing.
- Troubleshooting system and network problems
- Implementing and configuring backups for desktops and servers
- Engage vendor support to resolve technical problems with desktop computing equipment and software.
- Ability to work on projects and meet timelines is necessary.
- Participate in after hours on call rotation schedule (evening, weekends, and holidays)
- Other duties as assigned by the manager.

**Education and Requirements**
- Fluent in spoken and written English and French
- College/University diploma/degree in progress in related field
- 3-4 years of experience in a Service Desk role
- Eligible for Secret security clearance
- Valid driver's license

**Skills**
- Strong written and verbal communication skills
- Strong documentation skills with desire to understand and follow procedures.
- Ability to recognize and prioritize critical incidents in a fast-paced environment.
- Excellent problem-solving skills
- Intermediate to advanced knowledge supporting and maintaining Microsoft Windows Operating Systems in an Active Directory domain environment.
- Intermediate to advanced knowledge of Active Directory, and Exchange Admin Center
- Intermediate to advanced knowledge of Exchange, Outlook, O365, mobile devices, MDM,
- Intermediate to advanced knowledge of personal computer hardware, configuration, installation, and maintenance.
- Intermediate knowledge of network devices: routers, switches, firewalls, and access points
- Intermediate to advanced knowledge of networking services such as TCP/IP, DNS, DHCP, VPN, SNMP, and SMTP
- Intermediate to advanced knowledge of data management, backup and archiving procedures.
- Intermediate to advanced knowledge with remote management and monitoring tools

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

**Salary**: $50,000.00-$700,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Ottawa, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- IT Support: 3 years (preferred)

**Language**:

- French (required)
- English (required)

Licence/Certification:

- Driving Licence (required)

Work Location: In person

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