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IT Support Specialist
2 months ago
FSET Inc. is seeking a highly skilled and experienced IT Support Analyst to join our team. As a key member of our Managed Service Provider team, you will be responsible for providing technical support to our clients, ensuring their IT systems are running smoothly and efficiently.
Key Responsibilities- Technical Support: Provide technical assistance to end-users, including desktop, laptop, VOIP phone systems, applications, and network devices.
- Service Support: Manage service support requests in line with Service Level Agreements (SLAs), ensuring timely and effective resolution of issues.
- Ticket Management: Monitor and update the service ticketing system for assigned tickets and locations or projects.
- Documentation: Prepare and provide support documentation, including user and group training, as needed.
- Security: Promote and adhere to FSET information security policies, standards, and procedures.
- Additional Duties: Perform other related duties as assigned, striving for excellence in customer service in line with FSET values and expectations.
- Education: Graduate of a Certified IT/Technical Training Program and/or related work experience (current CompTIA and Microsoft Certificates preferred).
- Technical Skills: Thorough knowledge of M365 Administration and Configuration, extensive knowledge of PC configuration and a Microsoft networking environment, excellent working knowledge of Office 365 suite of applications, and a healthy understanding of WAN solutions and communications.
- Soft Skills: Excellent verbal and written communications skills, self-motivated, capable of independent reasoning and troubleshooting, and ability to work reliably and responsibly both independently and in a team environment.
- Certifications: Relevant valid industry certifications are an asset, i.e., A+, Network+, M365.
- Other Requirements: Bondable Criminal record check, enhanced reliability security clearance, 2+ years of experience in a similar role, hold a valid Class G driver's license, strong work ethic, punctuality, and ability to work independently with minimal supervision.
- Benefits: Dental Care, Disability Insurance, Employee Assistance Program (EAP), Extended Healthcare, Life Insurance, Paid Time Off, RRSP Matching, Vision Care, Professional Development, Paid Educational Training, and Career Growth Opportunities.
- Language Requirement: Native/Fluent English, French not required but considered an asset.
- Schedule: 4-Day Work Week, 8 Hour Day Shift, Rotational On Call, Overtime, and Weekends as needed.
- License/Certification: CompTIA Network+ (preferred), Driving License (required), M365 Certifications - MS-900 Certified, MS Azure-900/AZ-104 (required), and CompTIA A+ (required).
