Intermediate Technician

KEY REPONSIBILITIES

• Work at resolving Helpdesk service requests
• Provide oversight and support on escalations from Level 1 technician
• Mentor helpdesk Level 1 technician to strengthen their skills.
• Identify root cause and develop processes and/or use centralized services tools to eliminate problems from recurring
• Participate in on-call rotation with all engineers.
• Strive to maintain an understanding of our clients and their IT infrastructure needs as well as keeping up with current technology trends and changes to ensure network environments are healthy, stable, and performing at their optimum.
• Deliver exceptional service and communication to clients, vendors, and peers in support of the company mission.
• DAILY time entry accounting for at least 8 hours
• Update of documentation of client's networks
• Backup Maintenance and resolution
• Configuration of standard email clients such as Outlook
• Installation, configuration, troubleshooting and customization of Microsoft Office Suite applications per customer's preferences
• Install, configure, and test workstation hardware including video cards, NICs, sound cards, hard drives
• Network Server – administration task for Windows Server:Configure file and print services

Administration, including add/remove users and groups, configure file permissions, check event logs, configure, and restore from backup

Administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases

• Day to day administration tasks for VoIP systems such as moves/adds/changes for extensions
• Takes ownership of tasks and follows through to ensure complete resolution
• Assist Sr. Engineers on projects delivery
• Assist Senior System Engineers in security and disaster recovery by applying best practices and policies for network infrastructures across all verticals, platforms, and technologies
• Participate in activities of Implementation Team

Knowledge, Skills, and Abilities:

• Positive attitude, attention to detail and team player
• Must be self-motivated and directed with the ability to facilitate technical meetings, convey technical information to all levels of staff and management, committed to meeting deadlines and goals with a focus on accountability and flexibility while encouraging others to do the same
• Advanced problem-solving skills with experience working on a help desk or in a technical support role in a Managed Services environment
• Working experience with VMWare environments and building VM Ware and Microsoft Hyper-V is an asset
• Experience with routers and switches, HP Enterprise switching, Cisco ASA Firewalls
• Good knowledge of LAN/WAN technologies and able to design efficient networks including designing VLANs and VPNs and network security with a deep understanding of routing
• In-depth experience with Remote Desktop Services and working knowledge of Microsoft Exchange Server 2013 and up
• Experienced at using scripting and automation tools is an asset
• Windows and Mac Workstation Desktop Advanced Troubleshooting and problem-solving skills
• Strong understanding of DNS
• Working knowledge of webhosting technologies
• Working knowledge of internet connections, troubleshooting routing and bandwidth usage is an asset
• Working knowledge of WIFI technologies
• Experience with ticketing and RMM systems, preferably ConnectWise and N-Able RMM
• Previous experience in IT services delivery is an asset
• Knowledge of VoIP technologies such as Asterisk, 3CX, FreePBX and other sip-based PBX implementations is an asset
• Experience with cloud-based email, file storage and other communication suites like Office 365, Google Apps for Business is an asset
• Ability to gain understanding of new technologies and toolset

Requirements:

• Must be able to work in Canada and reside in Ottawa area
• Minimum of 5 years' experience (Must have)
• College diploma or equivalent
• Microsoft Certified Systems Engineer (MCSE) or equivalent work experience
• Basic Security Clearance (Eligible)
• Criminal record check (Must Have)
• Controlled Goods Clearance (Eligible)
• Vehicle for onsite client visits/ travel expenses paid by employer (Must have)

Job Types: Full-time, Permanent

Pay: $65,000.00-$75,000.00 per year

Benefits:

• Casual dress
• Dental care
• On-site parking
• Paid time off
• Vision care

Work Location: In person