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Lead IT Support Analyst

3 months ago

Edmonton, Alberta, Canada MSP Corp Full time
Position Overview

The Senior IT Helpdesk Support Analyst at MSP Corp plays a crucial role in providing advanced technical assistance and support to our clients. This position demands a high level of expertise in troubleshooting and resolving intricate technical issues that surpass the capabilities of entry-level support.

Key Responsibilities
  • Advanced Troubleshooting: Responsible for diagnosing and rectifying complex technical problems that require a comprehensive understanding of hardware, software, and network systems.
  • System Administration: Manage and maintain operating systems, servers, and network infrastructure, including user management, system configuration, and security updates.
  • Network Management: Oversee network configuration tasks, including the setup and management of routers, switches, firewalls, and other network devices, while troubleshooting connectivity issues and optimizing performance.
  • Data Backup and Recovery: Proficient in establishing and managing data backup systems to ensure data integrity and availability, as well as recovering data in the event of accidental deletion or hardware failure.
  • Documentation and Reporting: Maintain thorough documentation of work performed, including troubleshooting steps and system configurations, and generate reports for management review.
  • Team Collaboration: Work closely with other IT professionals, including Tier 1 technicians and system administrators, to resolve complex issues and implement IT projects effectively.
  • Customer Service: Exhibit strong communication and interpersonal skills to interact effectively with end-users and deliver exceptional customer service.
Qualifications
  • Post-secondary education or college degree in a related field.
  • Minimum of 2 years of experience in a desktop support or system administration role.
  • Strong analytical and problem-solving abilities.
  • Ability to work independently as well as collaboratively within a team.
  • Valid driver's license and reliable transportation, with the capability to lift up to 50 lbs.
  • Familiarity with current Microsoft environments, including Windows 7, 8, 10, Windows Server 2012, 2016, 2019, and Exchange Server.
  • Proficient in Microsoft Office applications, including Outlook, Word, and Excel.
  • Advanced knowledge of Active Directory, DNS, DHCP, print servers, and VMware technologies.
  • Experience with Dell and HP physical servers.
  • Understanding of networking concepts, including IP addressing, router and switch setup, and VPN configurations.
  • Knowledge of enterprise backup solutions is essential.
  • Experience with ConnectWise is a plus.
Preferred Certifications
  • MCSA
  • CCNA
  • VCP
  • MS Azure
Work Schedule
  • 8-hour shifts, Monday to Friday.
  • On-call rotation of 7 days, three times a year.
  • Overtime and weekend availability may be required.