IT Support Technician Level 2

Bitfarms is a global vertically integrated Bitcoin mining company that operates one of the largest cryptocurrency mining operations in North America. As the only publicly traded pure-play Bitcoin mining company audited by a Big Four audit firm, we are a global operation powered by entrepreneurial leaders and the most novel technology available.

Spanning two continents, Bitfarms Ltd. ('BITF' on Nasdaq and TSX) operates 12 Bitcoin mining farms using primarily clean, sustainable hydro-electricity drawing on the talents of a diverse team from a wide range of backgrounds and experiences. Our culture of innovation and growth helps Bitfarms maintain its leadership in the tech space.

With two new sites in development and the opportunity for more, our company values forward-minded thinkers who are willing to bring new ideas to the table, while drawing from what's been tried and true. **We are proud to have been recognized by our employees as a Great Place to Work®**

We're passionate about innovation, sustainability, and cryptocurrency and are looking for **amazing**people to join our team.

Bitfarms continues to seek operational and financial improvements through decentralization and diversification, and using ethical, sustainable, and innovative initiatives to unlock value and generate superior returns for our shareholders and a rewarding workplace for our employees.

**What we offer**:

- Competitive salary and bonus opportunities along with career advancement
- Top tier group insurance plan with employer cost sharing
- Employee referral program
- Employee assistance program (EAP)
- Stimulating work environment in an innovative data center with air conditioned break rooms
- Free parking
- An inclusive, safe and diverse work environment

Interested? This is a great opportunity to work for a young and dynamic company

We are currently looking for a **IT Support Technician Level 2** to join our team

**What you can expect in this role**:
The Level 2 IT Support Technician is responsible for delivering advanced technical support and maintaining the organization's IT infrastructure. This role addresses complex issues, implements solutions, and enhances IT processes. Acting as a bridge between end user support and advanced technical operations, the technician ensures efficient systems performance and provides a high-quality user experience.

**More specifically, here are some of the key responsibilities**:

- **Technical Support**:
- Provide second-level technical support onsite and remotely to troubleshoot and resolve advanced hardware, software, and network issues.
- Analyze and resolve escalated tickets, ensuring correct prioritization and resolution; escalate further when necessary.
- Assist with mobile device setup, integration, and troubleshooting, particularly with O365.
- Install, configure, and maintain laptops, workstations, printers, and other hardware assets.
- Manage VPN user accounts and configurations to ensure secure and reliable access (e.g., Tailscale, OpenVPN).
- Troubleshoot and maintain Teams meeting room hardware and software.

**Onboarding and Offboarding**:
- Coordinate with HR to manage onboarding and offboarding processes, adhering to company security policies.
- Prepare and provision hardware, software, and user accounts for new hires.
- Conduct training for new employees on IT systems and company tools.
- Revoke access and recover company assets during the offboarding process.

**System Administration and Maintenance**:
- Administer and maintain IT systems, including Microsoft Intune, Entra ID (Azure AD), Exchange, SharePoint, Teams, and Slack.
- Monitor system updates and deploy patches to address security vulnerabilities.
- Conduct regular security log reviews and implement compliance measures.
- Perform periodic audits to verify IT asset inventory and condition.

**Network and Infrastructure Support**:
- Configure and maintain network resources, including servers and critical infrastructure.
- Support and troubleshoot LAN/WAN connectivity, TCP/IP configurations, DNS, and firewalls.

**Process Improvement and Documentation**:
- Develop and implement IT processes and procedures to improve efficiency.
- Maintain detailed documentation of solutions, technical processes, and IT systems.

**Here's the profile we're looking for**:
**Required System Knowledge**:

- Microsoft Intune, Entra ID (Azure AD), M365 Suite (Exchange, SharePoint, Teams), Slack Admin
- Jira, Confluence, Adobe Admin
- Microsoft Defender, Apple Business Manager, pfSense, 3CX

**Required Technical Skills**:

- **Active Directory (AD)**: User management, group policies, and permissions.
- **Troubleshooting**: Efficiently diagnose and resolve hardware, software, and network issues.
- **Networking**: LAN/WAN, TCP/IP, DNS, and firewall configuration.
- **Remote Support**: Manage and support users via remote desktop tools.

**Interpersonal and Professional Skills**:

- **Customer Service**: Deliver professional, empathetic suppo