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Senior IT Support Specialist

2 months ago

Calgary, Alberta, Canada Direct Tec Full time
Job Title: Senior IT Support Specialist

Direct Tec is a leading provider of IT services and technologies serving clients across Canada.

We help remove IT barriers and irritants so our clients can focus on their success and fully embrace new opportunities and technologies.

As a Senior IT Support Specialist, you will be providing advanced support to end-users experiencing issues with hardware, software, applications, and other technology-related problems.

You will also be an escalation point for more complex and challenging technical issues, mentoring and guiding junior members of the team.

Key Responsibilities:

  • Offer expert-level technical support and guidance to end-users, resolving complex hardware, software, and network-related issues.
  • Coordinate with other IT teams and vendors as necessary to resolve complex issues.
  • Mentor junior help desk analysts, assisting them in improving their technical skills, problem-solving abilities, and customer service approach.
  • Conduct in-depth root cause analysis for recurring or critical issues.
  • Assist in implementing and enforcing security policies and practices to safeguard data and systems.

Requirements:

  • Demonstrated 5+ years of experience in providing advanced technical support and problem-solving in a help desk environment, specifically with Windows Server, Office 365, Active Directory, GPOs, Firewalls, VLAN, TCP/IP, DHCP, DNS, Azure, RDS/Citrix.
  • Analytical mindset with the ability to conduct root cause analysis and implement appropriate solutions.
  • Proven experience in process improvement and optimizing help desk operations.
  • Proficiency in IT service management principles and ticketing systems.
  • Certification in relevant IT areas (e.g., CompTIA Network+, Microsoft Certified Solutions Associate - MCSA, ITIL Foundation, etc.).