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IT Support Specialist

3 weeks ago

Kingston, Canada OnServe Inc. Full time

**Support Desk - IT Support Specialist, Kingston, ON**

Are you a knowledgeable tech professional with a steel-trap mind and a passion for customer service? OnServe is looking for someone like you to help make our customers’ lives easier.

**Summary**

**The position**

When a customer calls with a question, whether it’s a simple clarification or a complex issue that requires detailed analysis, you’re the one who answers the call. And your mission, always, is to provide world-class service.

You’ll troubleshoot customer problems on demand, relying on your wits and all available resources to resolve complex end-user hardware and software problems quickly, accurately, and in a way that makes customers look forward to calling you again.

**Your responsibilities**
- Implement installation, configuration, maintenance, and troubleshooting of end-user workstation hardware, software, and peripheral devices
- Ensure network connectivity of all workstations
- Maintain current CRM software and knowledgebase information
- Stay knowledgeable on network products, services, protocols, and standards in support of network procurement and development efforts
- Administer equipment, hardware, and software upgrades as needed
- Maintain network component inventory and related documentation and technical specifications information
- Administer and maintain end-user accounts, permissions, and access rights as needed
- Providing service and customer support during field visits or dispatches.
- Assemble, image, and configure client workstation setups.
- Perform onsite and remote tech support troubleshooting of hardware, software, and networking issues for various clients.
- All other duties as assigned.

**Your qualifications**

You are a knowledgeable tech professional with hands-on hardware troubleshooting experience. You know what customers want and you know how to deliver it. Your track record speaks for itself: You can point to success after success in coaching customers through complex technological problems.

You have an expert understanding of operating systems, especially Windows. Ideally, you have college, CEGEP, or technical training and A+ Certification as a Microsoft Certified Systems Engineer.

You’re a problem solver first and foremost. You have a keen analytical mind, which allows you to see customer problems as challenges to be met and mastered.

At the same time, though, you’re also a people person who enjoys working with customers, and you’re driven to provide memorable service. Communication is one of your strong suits - both spoken and in writing.

You thrive in a high-pressure environment and you’re at your best when you’re working on several projects at once.

Valid Drivers license required. The role requires local travel and limited regional travel.

**Requirements**:

- Experience with installing, configuring, administering, and troubleshooting a wide range of desktop hardware and software (Windows as well as Apple OS X).
- Experience with using Microsoft Office Suite.
- Experience with Remote Control Software.
- Experience with troubleshooting printers, scanners, and various other peripherals.
- Experience with troubleshooting and supporting mobile devices iPhone, iPad, Android, and Blackberry.
- Knowledge of installing, configuring, administering, and troubleshooting Microsoft Windows Server including Active Directory.
- Knowledge of networking concepts including TCP/IP, OSI model, routing, switching, VLANs, subnetting, super subnetting, and other networking concepts.
- Knowledge of networking hardware including routers, firewalls, switches and VPN appliances.
- Knowledge of back-up hardware and software including on-premise, cloud, and BUDR solutions.
- Knowledge of RAID including various RAID controllers and general RAID knowledge.
- Knowledge of building, mounting, breaking, hot spare, RAID 0/1/5/6/10.
- Knowledge of VoIP including FreePBX, Asterisk, Cisco UC, etc.
- Knowledge of virtualization platforms including VMware and Hyper-V.
- Knowledge of cloud platforms including as Azure and Amazon Web Services (AWS).
- Cisco/Microsoft/CompTIA certifications would be a big asset.
- Experience with Remote Monitoring and Management tools.
- Prior experience with a Managed Services Provider (MSP).

**Working Conditions**
- Full time, salaried role working remotely and in office as required.
- Role requires local travel and limited regional travel.
- We thank all applicants for their interests, however, only those under consideration will be contacted._

**Salary**: From $50,000.00 per year

**Benefits**:

- Casual dress
- Company car
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- RRSP match
- Wellness program
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- On call

Supplemental pay types:

- Bonus pay
- Overtime pay

**Education**:

- Secondary School (preferred)

**Experience**:

- IT support: 2 years (preferred)

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