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IT Senior Technical Support Specialist
2 months ago
Senior Support Analyst - Full-Time Permanent, 40 hrs a week Monday-Friday
Horizon Computer Solutions, a leading IT provider in Saskatchewan, is seeking a talented & energetic Full-Time Permanent Senior Support Analyst to join our Saskatoon, SK business unit. The Senior Support Analyst will work as escalation tech and support Horizon clients through onsite and remote servicing. They will also work as part of the Technical Team on projects and will service all Horizon Managed Services clients.
- Develop relationships with clients and assist them with their technical needs
- Ensure high quality customer service for our clients at all times
- Answer Service Desk phone calls to start client tickets at T1/T2 levels
- Assist projects team in project delivery
- Be available for after-hours emergencies
- Work alongside the Horizon Technical team to solve client issues
- Keep up on technology as it relates to client needs
- Maintain accurate ticket notes and time entries
- Maintain accountability for hours of utilization
- Be available to cover On Call rotation shifts
- Must have a Driver's License and access to a vehicle
- Provide technical support to clients via phone, email, and remote access
- Troubleshoot and resolve technical issues with Windows, Mac, and networking systems
- Assist in the deployment and maintenance of server and storage systems
- Work with virtualization technology VMware and Hyper-V
- Manage backup systems, including Veeam and Barracuda
- Experience with RMM and PSA systems
- Knowledge of Firewalls, switches, and Wireless networking
- 5 - 10 years of technical support experience
- Degree or diploma in computer sciences
- More than 5 years of customer service experience
- A willingness to work through difficult IT problems
- Full-time, permanent position
- Competitive salary and benefits package
- Opportunities for professional growth and development
