Advanced IT Support Specialist

6 days ago


Whitby, Canada Source Code Full time
IT Support Specialist Level 2

Salary: $90,000 - $110,000 per year

We are seeking an experienced IT Support Specialist to join our team at Source Code. This role will involve providing advanced troubleshooting support to a wide variety of PCs, Servers, Network devices, firewalls, and end user applications.

Responsibilities:
  • Provide expert-level customer service and technical support for client environments, including hardware, operating systems, software, business applications, and network equipment.
  • Resolve complex issues requiring detailed knowledge of systems and applications, with issues escalated from Tier 1 support.
  • Develop and maintain documentation of issue resolution steps for the team, and cross-train staff on new technologies.
  • Conduct research into complex issues and present possible solutions to the team to create plans for small and medium-sized project implementations.
  • Work on projects in tandem with Helpdesk coverage, and manage time and deliverables for both sales and technical teams.
  • Dig deep to identify the root cause of persistent issues and fix recurring problems at their source.
  • Maintain strong time management skills, multitasking abilities, and 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 to ensure all customer security devices and monitoring are up-to-date.
  • Interact with clients remotely via telephone and other remote technologies.
  • Update and contribute content to our internal knowledge base.
  • Earn the trust and respect of clients, and make 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 as required.
Requirements:
  • 5+ years of experience in IT datacenter or network support 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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