IT Helpdesk Analyst

Reis Informatica, a leading Managed Service Provider (MSP), is seeking a highly skilled and motivated Intermediate Help Desk IT Technician to join our team. As the primary point of contact for our client's IT needs, you will play a crucial role in providing exceptional technical support and ensuring client satisfaction. This is an excellent opportunity for dedicated IT professionals looking to advance their careers in a dynamic and challenging environment.

This position is for our service desk role and is not a work-from-home position, and there is no onsite work with clients.

**Responsibilities**:

- Efficiently triage and prioritize incoming tickets based on severity, impact, and urgency.
- Resolve quick and straightforward technical issues independently, providing step-by-step guidance and instructions to clients.
- Investigate and troubleshoot complex issues related to Windows Server, Office 365, Azure, Active Directory, networking, firewall management, VMware, and other IT infrastructure components.
- Utilize remote access tools to provide remote assistance and resolve technical problems efficiently.
- Escalate tickets to higher-level technicians or external vendors when necessary, ensuring appropriate levels of support are provided.
- Collaborate with team members to share knowledge, troubleshoot challenging issues, and improve overall service delivery.
- Maintain accurate and detailed records of client interactions, actions taken, and resolutions provided in our ticketing system.
- Proactively identify recurring issues and provide recommendations for process improvements and knowledge base articles.
- Stay up-to-date with the latest technologies and industry trends to enhance technical skills and provide cutting-edge solutions to clients.

**Required Skills**:

- Office 365 administration, SharePoint Online, and Microsoft Teams.
- Windows Server environments (2012, 2016, 2019), including Active Directory, DNS, and Group Policy.
- Firewalls - Cisco, Fortinet, Meraki, Sophos, Ubiquiti
- Hyper-V, VMWare
- TCP/IP, DHCP, and DNS.
- Linux, MAC and Windows environments
- Wireless Access Points
- Hardware/Software troubleshooting
- Excellent problem-solving skills with the ability to troubleshoot and resolve technical issues independently.
- Strong customer service orientation, with exceptional communication and interpersonal skills.
- Ability to multitask and prioritize workload effectively in a fast-paced environment.
- Proactive and self-motivated with a strong desire to learn and grow professionally.
- BONUS POINTS FOR: Relevant certifications such as Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Modern Desktop Administrator Associate, VMware Certified Professional (VCP), or Cisco Certified Network Associate (CCNA) are a plus.

To apply, please submit your resume and a cover letter detailing your relevant experience and why you would be a great fit for this position. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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

**Benefits**:

- Extended health care
- Paid time off

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday
- On call

Ability to commute/relocate:

- Kitchener, ON N2R 1J4: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you legally allowed to work in Canada? (Canadian Citizen or permanent resident)

**Experience**:

- IT support: 3 years (required)

Licence/Certification:

- CompTIA A+ (preferred)

Work Location: In person