L3 support engineer

Senior IT Support (L3) JD:

Job Title:
Senior IT Support Specialist

Department:
IT Support

Role Overview:

We are seeking a highly skilled and experienced Senior IT Support Specialist
(Level 3) to join our IT team. This role is critical in providing advanced technical expertise, mentorship to the support team, and ensuring the smooth operation of IT services for our clients. As a Senior Specialist, you will play a pivotal role in diagnosing and resolving complex technical issues, improving operational efficiency, and supporting the team in delivering exceptional Managed Service Provider (MSP) solutions.

Key Responsibilities:

Responsibilities

• Provide technical support at Level 3 to clients, troubleshoot and resolve technical issues, and implement solutions to improve the performance and reliability of IT systems.
• Work with clients to understand their unique IT needs and provide consulting solutions that meet those needs
• Respond to client inquiries and requests for assistance in a timely and professional manner
• Monitor and maintain client IT systems to ensure they are running smoothly and efficiently
• Assist senior IT managers and engineers in delivering complex projects
• Provide training and documentation to clients on the use and maintenance of their IT systems
• Assist in installation, configuration and troubleshooting LAN equipment, routers, Microsoft OS and applications in virtual environments, as well as installation, configuration and troubleshooting of data backups
• Perform monitoring of customers' equipment in real-time as well as on preventive maintenance program
• Answer client calls and emails to triage software problems and needs
• Learn and improve personal IT knowledge and skills
• Identify and evaluate potential system improvements and upgrades
• Keep abreast of new technologies and trends in IT to ensure that our clients have access to the latest solutions
• Provide support and guidance to clients during the implementation of new IT systems
• Communicate progress and deliverables to clients on a regular basis

Job Requirements

• Experience:
  Minimum of 5-7 years of hands-on experience in IT Support, with at least 3 years in a senior or leadership role.
• University or college degree in software development, computer science, engineering, or mathematics
• Advanced knowledge of the computer and servers' architecture, as well as computer networking
• Ability to perform rotational shifts
• Ability to perform after hour on call support
• Ability to work on multiple projects at the same time
• Able to work with little or no supervision
• Strong command of English language, both oral and written (English and/or French Bi-Lingual)
• Driver's license and car to travel to client sites
• Positive attitude and desire to grow, learn new technologies and products
• Basic knowledge of the PC architecture, as well as computer networking
• Demonstrated ability to work effectively with emerging technologies

Technical Leadership:

• Serve as the go-to expert for troubleshooting and resolving complex technical issues involving Windows/Mac Workstations and Servers.
• Manage and optimize client environments, including Microsoft Azure, Microsoft 365 Admin Centers, and other enterprise tools.
• Oversee implementation and maintenance of best practices for IT service delivery across client environments.

Mentorship & Team Development:

• Guide and mentor IT Support team members to develop their technical skills and problem-solving abilities.
• Provide training on new tools, techniques, and troubleshooting strategies.

Client Support & MSP Operations:

• Act as an escalation point for unresolved client issues, ensuring timely and high-quality resolution.
• Assist in defining and documenting standard operating procedures (SOPs) for client support.
• Ensure compliance with Service Level Agreements (SLAs).

Strategic Collaboration:

• Collaborate with the IT Director to align operational priorities with business objectives.
• Recommend tools, processes, and policies to enhance IT service delivery.

Qualifications

Deep Technical Skills:

Windows Server Expertise

• Experience with Active Directory, Group Policy management, DNS, DHCP, and server roles.

Mac Environment Support

• Advanced troubleshooting for macOS hardware and software, integration into enterprise environments, and device management tools.

Cloud Management

• Advanced knowledge of Microsoft Azure, including Virtual Machines, Azure AD, and Intune (Endpoint Manager).
• Proficiency in managing and troubleshooting Microsoft 365 services, including Exchange Online, SharePoint, and Teams.

Networking

• Strong understanding of TCP/IP, VLANs, VPNs, and firewall configurations.
• Experience with network monitoring and diagnostic tools (e.g., Wireshark, SolarWinds).

Virtualization Technologies

• Expertise in VMware, Hyper-V, or similar platforms for server and desktop virtualization.

Technology / Platform Proficiencies

• Maximizer CRM
• MS Office
• Firewalls
• Cybersecurity (VPN, MFA, EDR, phishing simulation, spam filtering)
• MS Office 365
• MS Exchange
• MS SharePoint
• MS Dynamics 365
• PC support (Microsoft Office, Microsoft Windows 10, 11, Microsoft Teams)
• MS Server 2019/2022
• MS IIS
• MS SQL Server
• MS Active Directory
• Exchange
• DHCP
• DNS
• Printer
• MS Windows Server
• Experience in performing server reoccurring maintenance
• Microsoft Windows Server Linus Ubuntu (LAMP stack)
• MacBook troubleshooting
• Virtualization (VMware, Hyper-V)
• Computer Networking (firewalls, switches, WiFi, FortiNet FortiGate, TP-Link, HPE routers, CISCO)
• Cloud (MS Azure, AWS, Office 365, ADFS)
• Storage
• Backup Systems / Data Backup (Veeam, Datto)
• iPhone / Android
• Wi-Fi
• VOIP/SIP
• Printer setup & troubleshooting
• Remote control
• WordPress + hosting
• VPN
• ITIL/ITSM
• Monitoring tools (Zabbix skills will be an asset)
• Ticketing tools (Freshservice skills will be an asset)

Certifications

• Relevant certifications such as Microsoft Certified: Azure Administrator, CompTIA Network+, ITIL Foundation, or equivalent are highly preferred.

Soft Skills

• Strong analytical and troubleshooting skills.
• Proven ability to lead and mentor technical teams.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders.

Other

• Experience working in an MSP environment is strongly preferred.
• Availability for on-call support as needed.

Location

Mississauga(Burnhamthorpe & Central Parkway West - near Erindale GO station)