Job Overview
Infinity Network Solutions is seeking a skilled and dedicated Level 3 Technician to join our Service Desk and Projects team. This role involves providing advanced technical support, managing complex IT issues, and supporting project implementations across diverse environments. The ideal candidate will possess strong troubleshooting skills, a deep understanding of operating systems and network infrastructure, and excellent communication abilities to deliver exceptional customer service. This position offers an opportunity to work in a dynamic environment where technical expertise and problem-solving are highly valued.
Responsibilities
- Provide advanced technical support for desktop, hardware, software, and network issues across Windows, macOS, Linux, and other operating systems.
- Troubleshoot and resolve complex problems related to computer hardware, operating systems, software applications, and network connectivity.
- Manage and resolve incidents using ConnectWise PSA with a focus on timely resolution and customer satisfaction.
- Support VPN configurations, firewall settings, LAN connectivity, and other network-related concerns.
- Assist with software troubleshooting including Microsoft Office suite and specialized enterprise applications.
- Support Service Desk operations by prioritizing tickets, escalating issues when necessary, and ensuring effective communication with end-users.
- Collaborate on IT projects involving system upgrades, migrations, or new deployments to ensure smooth implementation.
- Maintain documentation of technical procedures and solutions for future reference.
- Monitor system performance and security to proactively identify potential issues.
- Participate in on-call activities as a Tier 2 resource on a rotating basis.
Skills
- Strong knowledge of operating systems including Windows, macOS, and Linux.
- Experience with computer networking concepts such as LAN/WAN configurations, firewalls, VPNs, and network troubleshooting.
- Proficiency with ConnectWise PSA for Incident Management preferred.
- Expertise in hardware troubleshooting including desktops, laptops, peripherals, and servers.
- Familiarity with software troubleshooting across various platforms including Microsoft Office applications.
- Ability to support remote access solutions and virtual private networks (VPN).
- Knowledge of security protocols such as firewall management and basic cybersecurity practices.
- Excellent communication skills for effective customer service and technical support delivery.
- Experience working in Service Desk and/or Project Management environments providing desktop support and IT assistance. This role is ideal for a technically proficient professional committed to delivering high-quality IT support while contributing to ongoing projects within a collaborative team environment
- Advanced Troubleshooting and Escalation:
- Resolve complex technical issues escalated from L1 and L2 technicians, including (but not limited to) server, networking, and application problems.
- Perform root cause analysis on Major Incidents and document remediations.
- Coordinate with external vendors/partners to remediate issues.
- Infrastructure Design and Maintenance:
- Assist in the design, implementation, and optimization of IT infrastructure, including servers, networks, and storage systems.
- Manage virtualized environments (Hyper-V, Azure) to ensure system stability/performance.
- Oversee configuration and maintenance of advanced network devices, including firewalls, routers, switches, and access points.
- Security and Compliance:
- Implement/troubleshoot IT security measures such as firewalls, intrusion detection systems, and endpoint protection solutions.
- Ensure compliance with industry standards and client-specific requirements for data protection and security.
- Conduct regular security audits and provide recommendations to maximize client security.
- Automation and Scripting:
- Develop scripts and/or workflows to automate tasks and improve efficiency.
- Employ tools and programming languages including PowerShell, Python, and Bash for administration.
- Client Advisory and Strategic Support:
- Function as “Primary Technician” to assist in planning and implementing client infrastructure upgrades, migrations, and new technology deployments as well as act as a trusted technical advisor for clients; providing recommendations for IT improvements and scalability.
- Participate in client reviews to align system performance with IT strategies and business goals.
- Conduct routine audits of client systems related to users, security, licensing to assist in capacity planning, prioritization, and reporting.
- Prepare detailed documentation and reports on system health, project status, and recommendations.
- Knowledge Sharing and Team Collaboration:
- Provide mentorship and training to L1 and L2 Technicians to enhance team capabilities and build team cohesiveness.
- Document advanced Knowledgebase procedures, configurations, and solutions.
- Collaborate with internal teams to develop/refine IT processes and best practices.
- Monitoring and Optimization:
- Utilize Remote Monitoring and Management (RMM) tools to oversee client systems and proactively address potential issues.
- Optimize system performance and implement preventive measures to reduce downtime.
- Continuing Education:
- Maintain current certifications and obtain new certifications to supplement skills.
Pay: $33.66-$40.87 per hour
Benefits:
- Casual dress
- Dental care
- On-site parking
- Tuition reimbursement
Work Location: Hybrid remote in Owen Sound, ON N4K 1X8
