Helpdesk Support Specialist

**Company Overview**:
Together, we do amazing things every day. Imagine a supportive employer, a career that fits your lifestyle, and many learning opportunities. With the Hamilton Family Health Team, you can have all of that and more. We work hard to create an innovative and diverse workplace that values the contributions of our employees. No matter what your role is, working with us is about making a difference - every day

**Position Overview**:
As a Helpdesk Level 2 Network Support Technician, you will be responsible for resolving escalated technical issues, providing expertise to Level 1 support, and ensuring efficient IT service delivery. Your role will involve in-depth troubleshooting, system analysis, and maintaining a high level of customer satisfaction.

**Responsibilities**:

- Investigate and resolve complex technical issues escalated from Level 1 support.
- Provide expertise in areas such as server administration, networking, and advanced software troubleshooting.
- Collaborate with other IT teams to implement solutions and improvements.
- Document and communicate resolutions to ensure knowledge sharing.
- Troubleshoot and resolve technical issues related to hardware, software, and network connectivity.
- Escalate complex issues to Leadership as required.
- Provide timely and accurate updates to end-users on the status of their support requests.
- Document and maintain accurate records of support requests and resolutions in our ticketing system.
- Participate in after-hours support rotation as needed.

**Qualifications**:

- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Proven experience in Network Administration, Servers, Network Hardware, Network Protocols, and IT Infrastructure with
- Experience troubleshooting hardware and software issues on desktops, laptops, and mobile devices.
- Excellent communication skills and ability to explain technical concepts to non-technical users.
- Strong problem-solving skills and ability to work independently in a fast-paced environment.
- Experience with remote support tools such as TeamViewer, Remote Desktop, and VPN clients
- Experience with ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk) is an asset.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Valid Class G Driver’s License & Vehicle
- Provide daily on-site business support, and the ability to travel between locations as required.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Administrator.
- Experience with virtualization technologies (VMware, Hyper-V).
- Familiarity with cloud services (AWS, Azure, Google Cloud).
- Intermediate/Advanced understanding of networking concepts.

**Preferred Skills**:

- Knowledge of cybersecurity best practices.
- Experience with ticketing systems and remote support tools.
- A passion for staying up-to-date with technology trends.

**Summary**

**Classification**: Non-Union
**Primary Location**:Hamilton Main HFHT Office

**Employee Class**: Full-Time, Permanent
**Date Available**: ASAP
**Salary**: $47,122 - $52,568

**Application Instructions**

Note

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

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Work from home

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Hamilton, ON L8R 2K8: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Network: 3 years (required)
- LAN/WAN: 3 years (required)

Work Location: In person