Job Title:
Senior Support Specialist
Location:
Toronto, Ontario
Years’ Experience:
5-7 years
Reports To:
VP of Operations
Role Summary:
Your middle name is troubleshooter, you love problem solving and helping clients resolve their issues. You will be based out of our office in downtown Toronto, working in a collaborative team environment. You possess great communication skills and have a passion for great client service. Your claim to fame is handling client incidents, putting out fires, and providing an exceptional client experience.
Role Duties and Responsibilities:
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
- Support of backup, disaster recovery, and business continuity solutions
- Support services for Microsoft related technologies: Windows Server, Exchange, SQL, AD
- Support services for virtualization technologies: Microsoft and VMware
- Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Remote access solution implementation and support: VPN, and Terminal Services
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Maintain client documentation
- Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Knowledge/Skills/Requirements:
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Diagnosis skills of technical issues
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast moving environment
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Self-motivated with the ability to work in a fast moving environment
- ITIL knowledge/experience would be considered an asset
If you’re interested in this position, please submit your cover letter and resume to [email protected]