IT Support Specialist

**Job Title**: I.T Support Specialist
**Reports to**: Manager of Service and Operations

**Position Description**:
This position will be providing small businesses with advice on a wide range of complex I.T. systems to support their needs. Additionally, they will also be responsible for managing several projects at once and may be interrupted frequently to meet the needs and requests of client and/or company staff.

**Key Accountabilities**:

- Support, design, develop, enhance, and implement IT systems projects.Evaluate the performance of existing IT systems, plan and direct upgrades and improvements, troubleshoot problems / test, and resolve issues.
- Provide recommendations to enhance IT systems and services.
- Support, administer, configure, and install software and hardware products and systems.
- Provide guidance to a team of I.T. Support Technicians to assist in getting projects completed Working with the I.T. Project Coordinator, schedule all aspects necessary to have a successful project.
- Assist as an escalation resource for I.T. Support Technicians. Liaise with clients (including senior management and executive), partners and external vendors to resolve issues and recommend next steps.

**Specific Job Tasks**:

- Analyze requirements and/or provide advice and guidance on IT matters to various audiences such as business partners and management.
- Plan, schedule and install I.T. systems projects with attention to details.
- Develop, evaluate, and test new technologies.
- Responsible for providing 24/7 first tier management and support.
- Research, analyze and recommend current trends, standards, practices and/or products in an IT environment.
- Work in a client service environment and deal directly with employees of various levels.
- Provide access to all IT network services.
- Responsible for authorized changes/releases to the IT infrastructure.
- Escalation points for project issues or concerns.
- Assist with helpdesk tickets if the need arises.
- Create training content for all technicians.
- Update scripts used in system preparation.
- Keep client data current in our IT data management platform.
- Back up for Systems Administrator and I.T Project Coordinator.
- Other duties as assigned.

**Position Expectations**:
Must Have:

- Undergraduate degree or Technologist diploma or a Professional technologist equivalency designation within one of the following fields: Computer science, Network Security, Telecommunications, Electronics, Electrical Engineering, Similar engineering disciplines, Business Relationship Management Program.
- 5+ years of desktop experience.
- 5+ years server experience.
- Excellent hardware and software troubleshooting abilities.
- A+, Network +, Security+, MCSE, MCITP, MSCA, CCNA or equivalent a plus.
- Excellent communications/customer relationship skills.
- Senior level knowledge of desktop operating systems.
- Knowledge of handling complex networked workstation and server configurations. Experience in Routers and Network Switches configurations.
- Excellent organizational skills.
- Ability to assist with lifting gear as required.
- Ability to attend the London office.
- Ability to travel to client sites within the London, ON area +/-25km.
- Possess a valid Driver's License and Clean Drivers record.

Nice to have:

- Working knowledge of ConnectWise.
- Working knowledge of IT Glue.
- Working knowledge of N-able/Solar Winds RMM
- An ergonomically designed work from home office space.
- Previous leadership skills.
- Ability to influence without authority.
- Sales or customer service experience.

**Salary**: $70,000.00-$80,000.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- London, ON: reliably commute or plan to relocate before starting work (required)