Level 2 IT Support Specialist

**Role Overview**:
As a Full-Time Level 2 IT Support Specialist, you will have the opportunity to join our company at an exciting time to add your strengths to the division’s operations. You will be a key player within the company, providing high-quality computer customer service to DVAI clients and training recruits. We provide you with high-grade, IT industry, web-based remote management, and monitoring tools to help you succeed.

Your main job will be to deliver remote and onsite IT support to DVAI’s Managed Services clients. You will monitor and maintain computer systems, networks, and infrastructure for multiple clients. Your responsibilities will include diagnosing hardware and software problems and fixing technical issues within a pre-defined Service Level Agreement (SLA).

You will get a chance to participate in IT project work and be responsible for setting up new hardware, including servers, firewalls, and network switches. It is a highly technical role with an opportunity to interact with all technology and IT deployment levels.

If you want to help our clients meet the challenges of a modern workplace, we offer an exciting work environment with ample opportunity for growth, training, competitive wages, and health benefits.

**Mandatory Requirements**:

- Completed a post-secondary degree or a diploma in Information Technology
- Three or more years of experience working in the Information Technology field
- Eligible for Secret security clearance
- Valid driver's license
- Bilingual in French and English

**Technical Experience**:

- MCSE/MCSA, CompTIA, CCNE/CCNA, or other such designation is preferred but not mandatory
- Experience with firewall configuration is preferred
- Experience with network switching and routing is preferred
- Experience with wireless access points and controllers is preferred
- Knowledge of personal computer hardware, configuration, installation, and maintenance
- Strong knowledge in diagnosing and problem-solving related to hardware, software, laser printers, and operating systems
- Experience in supporting and maintaining Microsoft Windows Operating Systems including Servers in an Active Directory domain environment
- Experience with networking services such as TCP/IP, DNS, DHCP, VPN, SNMP, and SMTP
- Experience with data management, backup and archiving processes
- Experience with remote management and monitoring tools

**Other Requirements/Details**:

- Excellent interpersonal skills, communication skills, and time management skills
- Strong customer service skills with attention to detail
- Ability to follow through and prioritize tasks independently
- Detail-oriented individual and thorough
- A team player willing to share information with colleagues freely
- Ability to document IT infrastructure, incidents, and lessons daily
- Self-starter, self-motivated individual who enjoys the challenge of a dynamic work environment
- Fast learner and an adaptive individual who can identify and understand the appropriate software and hardware used by the organization and our clients
- Believes in a substantial ethical standard and has a professional demeanor

**Responsibilities**:

- Respond to and resolve service requests from our clients in a timely, efficient and courteous manner
- Document all problem incident steps in the service desk system
- Perform post-resolution follow-ups to help requests
- Monitoring and maintaining computer systems and networks
- Troubleshooting system and network problems and diagnosing and solving hardware/software faults
- Implementing and configuring backups for desktops and servers
- Providing support, including procedural documentation
- Following diagrams and written instructions to repair a fault or set up a system
- Working continuously on a task until completion taking care to escalate when appropriate
- Prioritizing and managing many open cases at one time
- Rapidly establishing a good working relationship with customers and other professionals
- Testing and evaluating new technology

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift

**Experience**:

- IT support: 3 years (preferred)

**Language**:

- French (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: One location