System Administrator

MANAGED SERVICES - LEVEL 2 IT TECHNICAL SUPPORT
OTTAWA, ONTARIO
HYBRID POSITION

Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.

The System Administrator works closely with their Team Leader to create a training and feedback for the Service Desk Administrators, empowering them with the knowledge to grow professionally and increase their first call resolution percentage, and decrease ticket escalations. They also work closely with System Administrators on other support teams to ensure that only actionable tickets are hitting the support boards, and that those are resolved within an acceptable timeframe. This position operates at a very fast pace and must be comfortable handling high volumes of request tickets and phone calls. Success within this role is to work with peers, leaders and other departments to reduce the number of tickets generated daily and increase first call resolution.

WHAT DOES OUR SYSTEM ADMINISTRATOR DO?
- Act as the primary escalation point for our Service Desk Administrators, handling customer-facing service tickets that require a higher technical skillset, or simply more time than our service desk staff can provide.
- Responsible for maintenance tickets generated by client infrastructure, either resolving the tickets, or ensuring they are actionable before escalating them to a Tier 3 Network Administrator (NA).
- Responsible for the health, maintenance, and documentation of assigned client network infrastructures. Typical clients will be in the small to medium size and a high volume of variable priority and complexity of tickets (both incidents and pro-active maintenance), excluding projects, is to be expected.
- Handle overflow inbound call volume during busy times.
- Act as the on-call support on a rotational basis.

WHAT ARE THE QUALIFICATIONS DO I NEED TO HAVE?
- High school diploma or equivalent.
- 3+ years of relevant experience which may include Network Administrator, Systems Administrator, or Tier 2 (or similar) in a tiered environment.
- Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
- Previous experience providing onsite and remote/phone support in a fast paced, high-volume environment.

WHAT DO I NEED TO BE A SUCCESSFUL SYSTEM ADMINISTRATOR?
- Maintaining and supporting Windows servers including Server 2010, 2013, 2016, and Office 365 administration
- Familiarity with ticketing systems and RMM tools
- Windows 7, 8, 10, 11 operating systems and limited Mac desktop operating systems
- VPN remote implementation, troubleshooting, and problem resolution
- Active Directory and Group Policies
- Familiarity with Meraki, Ubiquiti, and Fortinet equipment
- Good experience with networking and troubleshooting related issues
- Azure AD, Azure Backup Tools and Microsoft 365 stack
- Network, remote and onsite support; troubleshooting
- Knowledge and understanding of:

- Mail flow troubleshooting, TCP/IP and security best practices
- Backup and recovery software and methodologies within Datto, Veeam and Microsoft Azure
- Firewalls, networking/routing (switches, routers, etc.), and wireless configurations
- Personal skills and abilities:

- Top tier customer service including empathy
- Excellent communication (verbal and written in English; feedback, listening and comprehension), documentation (for all levels internally and externally), detail and time management skills
- Problem solving and troubleshooting
- Ability to build rapport and work productively with others (customers and teammates); ability to work independently; and ability to manage conflict and stressful situations
- Ability to successfully coach and educate Tier 1 technicians for growth Strong sense of initiative and ownership over work and ability to adapt focus and work as necessary. Ability to work effectively and complete assigned tasks with mínimal supervision

WHAT QUALIFICATIONS WOULD REALLY HELP SET ME APART FROM OTHER APPLICANTS?
- High school diploma or equivalent.
- 3+ years of relevant experience which may include Network Administrator, Systems Administrator, or Tier 2 (or similar) in a tiered environment.
- Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.). Previous experience providing onsite and remote/phone support in a fast paced, high-volume environment.

WHAT IS THE WORK ENVIRONMENT LIKE?
- Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position require