Level 3 Technical Support Specialist

6 days ago

Toronto, Ontario, Canada BlueBird IT Solutions Inc Full time
About Us

Blue Bird IT Solutions Inc. is a fast-growing IT support company specializing in healthcare IT.

Our commitment to excellence and innovation makes us a trusted partner in the healthcare industry across Canada.

We believe in creating an environment where you feel valued and supported, fostering a strong sense of belonging within our family.

Job Description

We are seeking a versatile IT professional for a Tier 3 Help Desk role.

This dynamic position is perfect for those who thrive in fast-paced environments, offering a mix of direct client service and remote troubleshooting, providing extensive exposure and ongoing learning opportunities.

Key Responsibilities
  • Incident Management: Handle severity 1 emergency situations and complex server and firewall issues.
  • Manage escalations to Tier 3 Help Desk from lower-level support analysts.
  • Maintain communication with clients regarding incident progress, upcoming changes, outages, or solutions.
  • Technical Leadership: Lead migrations of IT systems to the cloud.
  • Design and oversee IT architecture for complex setups in collaboration with the sales team.
  • Be the lead technical analyst for VIP clients, swiftly identifying and resolving issues.
  • System Administration: Configure, deploy, and maintain systems on Azure and O365.
  • Handle complex issues and setups using Active Directory.
  • Document all changes to client environments, striving to maintain industry best practices.
  • Collaboration and Support: Assist the technical support team with escalations and provide guidance as needed.
  • Participate in R&D projects as directed by the CTO.
  • Work with project leads and managers to ensure successful project deployments.
  • Continuous Improvement: Strive to understand and improve IT infrastructure, helping to build standards to enhance client reliability and maintainability.
  • Identify potential sales opportunities based on client interactions and support the sales team as an IT Solutions Architect.
  • Documentation and Reporting: Document all work performed and submit accurate timesheets.
  • Create and maintain a knowledge base for internal and client use.
  • Provide training to junior technicians and clients on IT systems and best practices.

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