Purpose of Job:
To provide Level 2 (and Level 1) technical support for all our managed services customers. Ensure stability and operational condition of all systems relevant to client operational support and functionality to provide a customer focused environment to meet the needs of our clients.
Key Accountabilities:
· Support and manage onboarding and off-boarding process
· Provide technical support to all clients through ticket requests, telephone, email and site visits
· Track, create, close tickets using ConnectWise
· Excellent interpersonal skills demonstrating a positive, cheerful attitude through email, telephone and in-person communication
· Develop and maintain accurate technical documentation procedures, configurations, service catalogues and help manuals.
· Central point of contact for all technology-related issues and resolutions
· Determine client’s issues through advanced troubleshooting skills, resolve the issue(s) or escalate to the appropriate service support technicians
· Incident management resolution for all IT related issues and problems in timely problem resolution
· Administration and support of Windows & Mac-based environments
· Setup and configure laptops, desktops, servers, Mac devices when requested
· Good written and verbal English communications skills
· Experience working in a team-oriented, collaborative environment
· Performing data recovery and security audits when required
· Directly cooperate with all technology teams as needed
· Perform periodic reporting to support client mandates and services
· Ability to work flexible hours and travel within the region when required
· Build positive client and business relationships
· On-call site rotation after-hours support 24/7 when required
· Service escalation incidents using Crisis management following SLA guidelines
Skills and Behaviour:
· Excellent verbal and written interpersonal communication skills
· Customer First Methodologies
· Excellent interpersonal skills to work with employees, external clients, demonstrating a positive attitude and relationship building through email, telephone and in-person interaction
· Ability and willingness to communicate with all staff members
- High responsibility, proactivity, and goal orientation
· Ability to communicate (written and verbal) with technical and non-technical personnel
· Adhere to departmental policies, process, and procedures
- Demonstrate advanced knowledge in setting up and troubleshooting hardware issues including PC’s, laptops, mobile devices, and printers (Windows and MAC)
· Ability to work independently, organize work, take initiative, possess a high sense of responsibility
· Ability to work in a fast-paced team environment
· Strong troubleshooting problem-solving skills
· Knowledge of Microsoft & Mac operating systems, Servers, 365 Office, Active Directory, AZURE, Networking, SQL, Firewalls, Routers and Switches, Security systems, Imaging, Remote server tools, VM, Webroot, Datto, ConnectWise
- Understand multiple platform topologies and network infrastructure environments
- Strong hardware, software troubleshooting skills
- Ability to lift 50lbs
- Ability to work from heights when needed
Education and Experience:
*** Previous Experience working in a Managed Services Provider environment desired
- 2– 3 years of experience ServiceDesk, Helpdesk, Deskside support
- Previous experience with Connectwise preferred
- Experienced in supporting Microsoft M365, EntraID, Defender, Teams, In-Tune
- Experience with Auvik Monitoring Systems
- Experienced with Windows Server Administration
- Experienced with VMWare, Hyper-V (and other Virtualization Platforms)
- Experience with Azure and AWS environments
- Security Clearance (must be eligible for Controlled Goods approval)
Job Type: Full-time
Pay: $65,000.00-$75,000.00 per year
Work Location: Hybrid remote in Waterloo, ON N2J 1L9
