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Telecommute Senior IT Support Specialist

2 months ago

Calgary, Alberta, Canada Direct Tec Full time

Job Summary:

Direct Tec is a leading provider of IT services and solutions, serving clients across Canada. We help remove IT barriers and irritants, enabling our clients to focus on their success and fully embrace new opportunities and technologies. With a long track record of success and expertise in Managed Services, Cloud Technologies, Cyber Security, Networking, and other common technologies used by mid-market enterprises, we are seeking a highly skilled Senior Systems Administrator to join our Service Delivery Team.

Key Responsibilities:

  • Provide advanced technical support and guidance to end-users, resolving complex hardware, software, and network-related issues.
  • Coordinate with other IT teams and vendors as necessary to resolve complex issues.
  • Mentor junior help desk analysts, assisting them in improving their technical skills, problem-solving abilities, and customer service approach.
  • Conduct in-depth root cause analysis for recurring or critical issues.
  • Assist in implementing and enforcing security policies and practices to safeguard data and systems.

Requirements:

  • Extensive technical knowledge of computer hardware, operating systems, software applications, networking, and IT infrastructure.
  • Demonstrated 5+ years of experience in providing advanced technical support and problem-solving in a help desk environment, specifically with Windows Server, Office 365, Active Directory, GPOs, Firewalls, VLAN, TCP/IP, DHCP, DNS, Azure, RDS/Citrix.
  • Analytical mindset with the ability to conduct root cause analysis and implement appropriate solutions.
  • Proven experience in process improvement and optimizing help desk operations.
  • Proficiency in IT service management principles and ticketing systems.
  • Certification in relevant IT areas (e.g., CompTIA Network+, Microsoft Certified Solutions Associate - MCSA, ITIL Foundation, etc.).