HELP DESK
(TIER 3 SUPPORT)

If you want to apply, click here

Key Areas of Responsibility

  • Handling ticket escalations from Tier 1 and Tier 2 technicians, through to resolution.
  • Completing root cause tickets to find permanent and effective solutions, while recommending infrastructure improvements.
  • Communicating ticket status and updates directly to clients.
  • Proactively training Tier 1 and Tier 2 on solutions to escalated tickets to mentor the teams and reduce escalations over time.
  • Documenting SOPs and issue resolutions in our documentation system.
  • Assisting with overall help desk tickets when time allows.
  • A willingness to work flexible hours when required to meet client deadlines, with most work being within regular office hours.
  • Tracking time and submitting time sheets for work completed.
  • Visit client sites when required, to discover issue solution or complete issue resolution.

SKILLS & KNOWLEDGE REQUIREMENTS

  • Minimum 8 years’ experience working in a wide range of technical environments.
  • Proven ability to answer client inquiries in a timely manner.
  • Enthusiasm and understanding towards the importance of documentation.
  • Ability to translate technical discussions to non-technical customers to fulfill understanding.
  • Ability to mentor colleagues in technical matters, instead of personally completing the task.
  • Ability to work within Unix\Linux environments is advantageous.
  • Ability to prioritize tasks and take ownership for tickets from start to finish.
  • Ability to work unsupervised while meeting SLA deadlines.
  • Ability & willingness to operate in a fast-paced, dynamic environment, with a calm demeanor.
  • Excellent English speaking and writing skills, French language skills advantageous.
  • Valid Canadian driving license required, own vehicle is advantageous.
  • Extensive Microsoft environment knowledge including servers, licensing, AD, DHCP, & Office365.
  • Extensive infrastructure knowledge, including networking, router/firewalls, servers, & workstations.
  • Experience with Cisco IOS, Cisco Meraki, or Cisco Meraki certified.
  • Experience with VDI, virtualization technologies, and cloud hosting.
  • Experience with Solarwinds RMM tools.
  • Experience in Citrix environments is advantageous.
  • Understanding of DNS, especially as related to web and mail services.

If this sounds like you, click here to apply.