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IT Level 2 Support Technician

3 weeks ago

Aylmer, Canada Genesys IT Solutions Inc Full time

In this position you will be the frontline to the Level 2 Service Desk on the Genesys IT team and responsible for providing exemplary level 2 IT Support. This includes all Genesys IT Project support and other duties as assigned, while reporting directly to the IT Manager. This position will give you the ability to improve and strengthen on your skills and experience while also having direct input into projects, budgeting, and planning for Genesys IT and our valued clients.

**WHY JOIN US**
- Extensive Health & Dental Coverage
- Salary position
- Competitive wages
- Job Security (long standing and growing company)
- On the Job Training
- Social Events/Activities

**Responsibilities**:

- Perform onsite daily system monitoring to ensure availability and integrity of systems/hardware
- Investigate and troubleshoot infrastructure problems
- Assist with installing, testing and supporting Office 365
- Accurately update and document support tickets for all IT issues
- Participate, own and manage assigned escalations with Genesys IT vendors
- Provide exceptional onsite (and occasional remote) end-user support
- Under the direction of the System Administrator, install new and rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements
- Adhere to best practice installation and configuration procedures and standards
- Provide IT research and development services, as required
- Perform daily system monitoring, verifying integrity and availability of all hardware, server resources, systems and processes, and verify scheduled back-ups are successfully completed
- Perform regular security monitoring and identify any potential issues
- Create, change, and delete user accounts, as required
- Resolve hardware and/or software failures
- Configure/add new services, as required
- Maintain operational, configuration, Change Management or other procedures
- Provide additional support for Uplink Communications, our WISP side of the business, as needed
- Perform periodic network/system performance reporting and auditing to support capacity planning
- Perform ongoing network performance tuning, upgrades, and resource optimization, as directed
- Follow established processes; and identify opportunities for improvement
- Follow established NIST SP800-172, ISO, IATA security processes and procedures
- Assisting with training Tier 1 staff on solutions to escalated tickets in order to mentor and reduce escalations over time
- Following standardized operating procedures as much as possible, creating new procedures for newly identified resolutions, and when otherwise appropriate
- Maintaining accurate documentation of client networks, resolved issues, and client information
- Communicating ticket status and updates directly to clients in a timely manner
- Being willing to work flexible hours when required to meet client deadlines
- Tracking time and submitting billable time for work completed in ticketing system
- Performing other duties and tasks as required by your manager

**Requirements**:

- Self-motivated with the ability to prioritize, meet deadlines, and adapt to changing priorities
- Ability to successfully manage assigned projects from initiation through to conclusion
- Ability to accurately document projects, processes, systems and network related infrastructure
- Ability to work effectively and collaboratively with peer group, 3rd party support partners and users
- Excellent English oral and written communication skills
- Experienced in troubleshooting issues on LAN/WAN, servers, routers, switches and computers
- Experience with Zoho ticketing systems, UISP, Unifi
- Excellent knowledge of Microsoft OS, Microsoft Teams and MS Office suite
- Knowledge of Fortigate firewalls and configuration
- Understanding of Active Directory, Windows 10 and 11, Microsoft Hyper-V, ESXi, VLANs, firewalls, and Microsoft O365
- Basic knowledge of Remote Desktop Protocols
- Intermediate knowledge of VoIP and wireless systems, 3CX
- Knowledge of Apple products/IOS is an advantage
- Knowledge of NIST SP800-172 compliance is an advantage
- MCTS, MCITP, MCSA, MCSE, CompTIA A+, CompTIA Net+, VMware VSP / VTSP an asset

We thank all applicants for submitting their resumes, however, only those selected for an interview will be contacted.

The successful applicant must be willing to consent to and provide a security check which may include a criminal background check.

**Salary**: From $41,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Store discount
- Work from home

Schedule:

- 8 hour shift
- Evening shift
- Monday to Friday
- Morning shift
- Overtime

Ability to commute/relocate:

- Aylmer, ON N5H 3H6: reliably commute or plan to relocate before starting work (required)

Work Location: In person