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IT Systems Support Specialist

3 months ago

Canada Professional Computer Management Inc Full time

Department: Service
Reports to: Service Manager

General Overview:
The IT Systems Support Specialist plays a crucial role in providing technical assistance within the organization. This position is dedicated to ensuring the optimal performance of client systems. The IT Systems Support Specialist is tasked with both remote and onsite service and support for our clientele. This role requires not only a robust technical background, with a minimum of 5 years of hands-on experience, but also excellent communication skills and the ability to guide clients effectively. Timely communication regarding estimated arrival times is essential, and the specialist must excel in troubleshooting and problem-solving in environments involving Microsoft Server, Exchange, SQL, IIS, VPNs, firewalls, backups, Linux, UNIX, and more.

Key Responsibilities:

  • Configure and troubleshoot client technology infrastructure, including:
    • Server Operating Systems (installation, configuration, and troubleshooting of cloud, virtual, and physical servers)
    • Enterprise Email (Exchange, Office 365, Outlook, mobile clients, POP, SMTP & Exchange connectors)
    • Firewalls (rules, unified threat management, user or site-to-site VPNs)
  • Maintain and update documentation.
  • Serve as a technical resource for the Help Desk.
  • Accurately log daily time entries, accounting for at least 8.5 hours with detailed notes in Service Tickets.
  • Occasionally work outside of standard office hours for routine maintenance or issue resolution.
  • Document internal processes and procedures related to job responsibilities.
  • Follow a daily schedule in ConnectWise established through the dispatch process.
  • Record all work as service tickets in ConnectWise.
  • Stay informed on current and emerging technologies by reviewing IT publications and online resources.

Knowledge, Skills, and Abilities:

  • In-depth knowledge of Firewall Technologies.
  • Advanced understanding of Microsoft SQL Server.
  • Expertise in Wireless Technologies.
  • Solid grasp of TCP/IP subnetting and troubleshooting Internet connectivity.
  • Experience with VPN & Remote Desktop Services.
  • Familiarity with the relationship between switches, hubs, patch panels, and network nodes.
  • Understanding of networking services such as DNS, DHCP, and VLANs.
  • Knowledge of High Availability / Load Balancing solutions.
  • Ability to communicate effectively with clients at all levels, from IT staff to executives, and understand business issues in the context of IT.
  • Strong teamwork and communication skills.
  • Capable of driving business across Professional and Managed Services.
  • Interpersonal skills, including telephony, communication, active listening, and client care.
  • Proficient in diagnosing technical issues.
  • Able to manage multiple tasks and adapt quickly to changes.

Credentials and Experience:

  • College diploma in IT Infrastructure or Networking.
  • At least 5 years of relevant experience.
  • Experience with:
    • Active Directory Support, Microsoft Windows and Windows Server Support, Microsoft Exchange Support.
    • Advanced Switching/VLAN/Routing/Firewall Support.
    • Mobile Technologies (InTune, ActiveSync) Support.
    • Server Hardware Technologies Support.
    • Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support.
  • Possession of multiple certifications is preferred, including MCSE/MCSA/MCITP, CompTIA A+, Network+.
  • A valid driver's license and vehicle are required.

Key Qualities:

  • Consistent billing above 2 X T4.
  • Positive client feedback.
  • Active participation in pre-sales activities, with the ability to independently scope project requirements.
  • Recognized as an expert in the field.
  • Highly organized.