Sr. Support Technician

5 months ago

Waterloo, Canada MCAP Full time

The Role

This position is responsible for performing all aspects of Level 1 and level 2 support for all MCAP IT Infrastructure systems. This includes providing Top Quality first line support via: phone/email for all MCAP users. This responsibility includes monitoring the Help Desk ticketing systems, gathering information from the system users, completing problem logs, tracking all helpdesk activities and issuing monthly or weekly reporting to the Infrastructure IT Management. This role is responsible for administrative system duties including vendor, problem and change management along with server administration.

Strategy and Planning

Analyze and identify which routine tasks need to be performed. Plan and schedule Infrastructure changes (Change / Implementation process) Execute maintenance releases during business hours and after Participate in on call rotation, responding and escalating automated pages with respect to telecommunications, server, storage, branch facilities and partner IT groups. Identify when external servicing is required. Coordinating and scheduling when service providers´ resources are needed. Overseeing and signing off on service delivery

Acquisition and Deployment

Work with Facilities to schedule move requests made by the business units. Planning equipment moves to ensure that all hardware and user requirements are met. Create and execute plans according to schedule and defined process. Install MCAP certified software.

Operational Management

Prioritizing incidents in order of importance/severity Perform and document all technical troubleshooting and problem resolution procedures within the Incident tracking system. Complete all documentation and information tracking that is part of defined processes (ie. Inventory / asset tracking) Resolve or escalate all requests.

What You Bring To The Team 

5+ years relevant experience or equivalent combination of education and experience Exceptional oral and written communication skills. Excellent organizational and time-management skills. Ability to multi-task in a fast-paced environment. Strong analytical and problem-solving skills. Proven ability to foster relationships. Strong customer service skills. Self-driven, motivated with the ability to work independently and in a team environment. Carries out duties with integrity and takes responsibility for actions. Developed troubleshooting skills. Strong desire/passion to learn new technologies. Interpersonal skills (outgoing, confident, articulate). Strong Technical skills, network, desktops, telephony, servers, (both hardware and software). Understanding of Microsoft System Components – Azure, O365, M365, Active Directory Vendor management skills Post-secondary degree or diploma in Computer Science, Engineering, or related field. A+ Network Certification or equivalent. ITIL Foundation Certification or equivalent. Microsoft Certifications

Technical Skills

Working Administrator’s skill with Microsoft Windows, Entra, Exchange 365, Exchange Hybrid, M365, Azure, Intune, Security and Compliance, Teams, MFA (2FA and Authenticators), Microsoft Licensing. Windows Server 2019 or higher Windows 11 Experience with VMware VDI, Wireless Device Management (Android and IOS), Enterprise Print Infrastructure. Understanding of Microsoft System Components – DHCP, DNS, Active Directory ServiceNow Microsoft SCCM Threat Vulnerability Management Powershell

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