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Server Support Engineer

2 months ago

Ottawa, Ontario, Canada Intega IT Full time

Reporting to the Director of Service Delivery, the Server Support Engineer is an integral part of Intega IT's Service Delivery team, primarily tasked with the upkeep and support of Microsoft Windows server systems and SharePoint across various client environments. While the focus is mainly on server assistance, this role may occasionally require involvement in network troubleshooting as well.

As an effective communicator with a minimum of 5 years of experience, you are prepared to contribute to a dynamic and expanding team, enhancing their efficiency through a combination of customer service, technical expertise, and adherence to ITIL processes.

Key Responsibilities
  • Provide end-user support by collaborating with clients to resolve their IT challenges.
  • Respond to tickets promptly and with sensitivity, demonstrating empathy and clarity when assisting clients, particularly in high-pressure situations.
  • Maintain a balance between quality and efficiency, delivering professional verbal and written communication to clients while updating ticket statuses to keep the team informed.
  • Handle escalations from Level 1 help desk technicians for more complex issues.
  • Collaborate with Team Leads and Level One staff on training initiatives.
  • With a strong focus on security, ensure the protection of client information by following established processes and protocols.
  • Serve as a technical resource with a proven background in intermediate to advanced technical knowledge, particularly in troubleshooting server-based software issues, including:
    • Microsoft Windows Server
    • Microsoft SharePoint
    • Microsoft Azure and Azure Active Directory
    • Basic understanding of Microsoft SQL Server
    • Microsoft Hyper-V and VMware
    • Major Antivirus/Security solutions
  • Possess knowledge of various server/workstation peripherals and a willingness to assist others in your areas of expertise.
  • Utilize your understanding of workstation/server hardware and software troubleshooting, DNS, internet connectivity, and email flow.
Required Qualifications
  • Bachelor's Degree.
  • Valid driver's license and access to a vehicle.
  • 5 years of direct experience in server troubleshooting.
  • Proficient in troubleshooting Windows Server Environments (both on-premise and cloud), SharePoint, and Hyper-V/VMware.
  • Experience in systems architecture, engineering, and administration processes.
  • Familiarity with maintaining and supporting Microsoft 365 solutions.
Personal Attributes
  • Outstanding communication and interpersonal skills.
  • Strong relationship management and performance management capabilities.
  • Customer service-oriented mindset.
  • Demonstrated analytical and problem-solving skills.
  • Ability to prioritize and execute tasks effectively in a fast-paced environment.
  • Capability to present ideas in a business-friendly and user-friendly manner.
  • Highly self-motivated and proactive.
  • Team-oriented with a collaborative working style.
Preferred Qualifications
  • Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA.
  • SonicWall CSSA, Cisco CCNA, or VMware VCP certifications.
  • Customer service training and/or certifications, bilingualism (French and English).
  • Experience with service tools such as Autotask PSA, RMM, and monitoring/reporting tools.
  • Experience in implementing server and/or network solutions.
  • Experience in SharePoint design, implementation, and maintenance.
Benefits

Intega IT provides a comprehensive range of benefits, perks, and development programs designed to empower employees to excel both personally and professionally. We recognize the significance of work/life balance and are committed to supporting our employees in achieving it.

Core benefits include:

  • Health & Wellness.
  • Financial Security.
  • Learning & Development.
  • Work/Life Balance.
  • Community Service.

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