IT Support Specialist Level 3

2 weeks ago


Whitby, Canada Source Code Full time
Source Code

We are seeking a highly skilled IT Support Specialist to join our team in Whitby, ON.

Estimated Salary: $80,000 - $120,000 per year.

About the Job

This role involves providing advanced troubleshooting support for PCs, Servers, Network devices, firewalls, and end-user applications.

The ideal candidate will have a passion for technology, excellent customer service skills, and a positive attitude.

Responsibilities
  • Provide complete support for client environments including hardware, operating systems, software with an emphasis on business applications and network equipment.
  • Resolving complex issues requiring detailed systems and applications knowledge; escalated from Tier 1 and Tier 2.
  • Training and documentation of issue resolution steps for the team, and cross-training of staff when issues are escalated.
  • Conduct research into complex issues and present possible solutions with the team to create plans for small and medium-sized project implementations.
  • Work on projects in tandem with Helpdesk coverage, managing time and deliverables for both sales and technical teams.
  • Dig deep and identify the root cause of persistent issues and fix recurring issues at their source.
  • Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision.
  • Detail-oriented personality; creating and following checklists for installs, projects, and customer software upgrades.
  • Participate in monthly customer maintenance tasks ensuring all customer security devices and monitoring are up to date.
  • Interact with clients remotely via telephone and other remote technologies.
  • Use, update, and contribute content to our internal knowledge base.
  • Earn the trust and respect of clients, making recommendations on technology to improve performance, security, and resolve root causes of recurring issues.
  • Ability to participate in on-call rotation and after-hours activities and project work as required.
Requirements
  • 5+ years of IT datacenter or network support experience is required.
  • Prior Managed services experience is required.
  • Bachelor's degree or equivalent in the IT field with 5+ years (minimum) related experience in a small-to-medium Managed IT Services environment.
  • Microsoft Certifications (MS-100: Microsoft 365 Identity and Services, Microsoft 365 Certified: Messaging Administrator).
  • 3-5 years' experience with installing, configuring, and supporting Windows Server 2012-2019; including Active Directory, DNS, DHCP, and Office 365 services.
  • VMWare experience; installing, configuring, maintaining, and supporting data center infrastructures.
  • Fortinet NSE1-3 and 4 or Watchguard Network Security Essentials or working towards within 12 months.
  • Demonstrated ability to configure and maintain WatchGuard, Cisco, Fortinet, and HP networking devices and firewalls.
  • VOIP (Ring Central, Teams Phone) experience with setup and troubleshooting.


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