Senior Technical Support Analyst

1 month ago

Edmonton, Alberta, Canada MSP Corp Full time
Position Overview

The Senior IT Helpdesk Support Analyst plays a crucial role in providing advanced technical assistance and support within the organization. This position is designed for individuals who excel in problem-solving and possess a comprehensive understanding of IT systems.

Key Responsibilities
  • Advanced Troubleshooting: Responsible for diagnosing and resolving intricate technical challenges that surpass the capabilities of Tier 1 support. This role demands a profound knowledge of hardware, software, and network systems.
  • System Administration: Manage and maintain operating systems, servers, and network infrastructure. Duties include user management, system configuration, and the implementation of security updates.
  • Network Management: Oversee network configuration tasks, including the setup and management of routers, switches, firewalls, and other network devices. Troubleshoot connectivity issues and enhance network performance.
  • Data Backup and Recovery: Proficient in establishing and managing data backup systems to ensure data integrity and availability. Capable of recovering data in the event of accidental deletion, hardware failure, or other emergencies.
  • Documentation and Reporting: Maintain thorough documentation of work performed, including troubleshooting steps, system configurations, and modifications made to networks or systems. Generate reports for management review.
  • Team Collaboration: Work collaboratively with other IT team members, including Tier 1 technicians, Tier 3 specialists, and system administrators, to address complex issues and execute IT projects.
  • Customer Service: Exhibit strong communication and interpersonal skills to effectively engage 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.
  • Capability to work independently as well as part of a team.
  • Valid driver's license and reliable transportation, with the ability 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 such as Outlook, Word, and Excel.
  • Advanced knowledge of Active Directory, DNS, DHCP, Print Server, Adsync, Ad Migrations (FSMO), VMware Vcenter, and ESXi servers.
  • Experience with Dell and HP physical servers.
  • Understanding of networking concepts, including basic IP addressing, router and switch setup, VPN configurations, and firewalls (Cisco, Fortinet, etc.).
  • 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 may be required
  • Weekend availability is necessary

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