IT Support Technician

**About the job**

**General Responsibilities**

The IT Support Technician at Digital nGenuity reports to the Service Manager. The IT Support Technician is responsible for servicing the Company’s clients in a courteous, proficient and professional manner. IT Support Technicians are expected to work closely with their colleagues, the Business Solutions Manager, Service Manager, Project Manager and VP Operations to carry out their individual and collective responsibilities in an efficient, friendly and cooperative working environment.

**General Qualities**
- IT Support Technician are generally available to work between the Company hours of operation, Monday to Friday, 8:30 AM to 5:00 PM.
- There will be occasions when services will be required outside of these times and IT Support Technician will need to be available and willing to work whatever hours are reasonably required to carry out the general and specific functions of the position as directed and approved by the Service Manager, or if unavailable, by the VP Operations.
- The IT Support Technician is expected to have, or to achieve within a relatively short period of time, a broad familiarity with all Service operations, staff relationships, the ability to anticipate problems and solutions, and the ability to understand and effectively meet the needs of the Company.
- IT Support Technicians must be able to fulfill work responsibilities, establish priorities, follow and monitor progress and projects and report in an efficient and effective manner on problems and provide approaches or solutions to problems to the Service Manager.
- IT Support Technicians must work well with all Managers and staff working in the Company.
- IT Support Technicians must be prompt and efficient in carrying out responsibilities and must at all times demonstrate quality and accurate work.

**Required Skills**:

- Install, maintain, troubleshoot and administer the use of local area networks (LANs).
- Install, maintain, troubleshoot and administer the use of wide area networks (WANs).
- Install, maintain, troubleshoot and administer the use of mainframe networks.
- Install, maintain, troubleshoot and administer the use of computer workstations.
- Install, maintain, troubleshoot and administer the use of peripheral equipment.
- Evaluate and install computer hardware, networking software and operating system software.
- Operate master consoles to monitor the performance of computer systems and networks and to co-ordinate access and use of computer networks.
- Load computer tapes and disks and install software and printer paper and forms.
- Provide problem-solving services to network users.
- Implement data, software and hardware security procedures.
- Perform routine network start up and close down and maintain control records.
- Perform data backups and disaster recovery operations.
- Implement network traffic and security monitoring software.
- Install, maintain, troubleshoot and upgrade Web-server hardware and software.
- Set up local area networks and connections to the Internet.

**General Computer and Technology Knowledge**

Digital nGenuity IT Support Technicians are expected to have working knowledge of the following areas. They are expected to identify areas where their specific knowledge is weak and work with the Service Manager to implement training to continually develop their skills and abilities. The following is not intended to limit the scope of skill and knowledge acquisition. IT is a dynamic evolving environment that requires all support personnel to constantly develop their knowledge. All IT Support Technicians are expected to identify emerging areas of technology, understand how they can be implemented to serve ourselves and our clients and be engaged in developing their skills and the skills of their colleagues.
- Microsoft Windows Operating System Familiarity
- Windows XP and through Windows 10 Desktop Operating Systems
- Windows Server 2003 through 2012 R2 Server Operating Systems
- Microsoft Exchange Server
- Microsoft Hyper-V Virtual Machine
- VMware / Linux Knowledge Advantageous but not required.
- Intranet
- Networking Software
- General Application Software Familiarity
- Microsoft Office Applications: Outlook, Word, Excel, PowerPoint
- General Business Application Software Familiarity
- Internet Browsers
- Database Software
- Networking Security
- File Management Software
- Security Software
- General Hardware Familiarity
- Networking Hardware
- Servers
- Internet Hardware

**Ongoing Commitment to Obtaining and Maintaining Technical Certifications**:
Microsoft Certifications

1. Microsoft Certified Solutions Expert (MCSE)
- Windows Server
- Exchange Server
- Windows Desktop Operating Systems

CompTIA
- A+ (Hardware & Software)
- Network+
- Security+
- Advanced Security Practitioner
- Server+
- Mobility+

WatchGuard Security
- Firewall Policies
- Network and Traffic Management
- Wireless
- WatchGuard XCS

Backup Certifications
- Veeam Certified Enginee