HELP DESK
(TIER 2 IT SUPPORT)

If you would like to apply, click here

About This Opportunity

Systems Administrators are responsible for delivering the amazing Fully Managed experience while providing tier 2 technical support to clients. With direction from the Service Managers, Systems Administrators are primarily responsible for providing tier 2 support for all things Microsoft as well as servers, switches, routers, security, and client networks.

Key Areas Of Responsibility

General Duties:

  • Provide technical support to the FM's internal users of computer applications and hardware (e.g.,PCs, servers, mainframes)
  • Answer questions regarding system procedures, online transactions, systems status and downtime procedures
  • Collaborate with network services, software systems engineering and/or application development to restore service and/or identify problems
  • Maintain a troubleshooting tracking log ensuring timely resolution of problems

FM Specific Duties:
  • Resolve tier 2 technical support issues per month (Servers, applications, networking, backups, security, etc.); handle tier 1 escalations
  • Primarily provide remote support, but also provide on-site support as required
  • Maintain accurate documentation of client networks, resolved issues, and client information
  • Follow standardized operating procedures as much as possible – Create new procedures when required
  • Ensure personal "Customer Experience Score" meets Company expectations
  • Help ensure the "Today-not-Tomorrow" score meets Company expectations
  • Participate in daily huddles to help ensure the daily success of the team
  • Pass 2 certification exams per year

SKILLS & KNOWLEDGE REQUIREMENTS

  • Combination of experience, education, and certifications:
    • 3+ years of previous and progressive technical support experience.
    • Diploma or Bachelor Degree related to Systems Administration or Networking.
    • Microsoft certifications and other certifications from Meraki, Cisco, etc.
  • Ability to work with a limited degree of supervision, with oversight, focused only on complex new assignments.

If this sounds like you, click here to apply.

Please note, you must be eligible to work in Canada to be considered for this role and priority will be given to local applicants. We thank everyone for their interest, however only successful applicants will be contacted. 

No recruiters and no phone calls please!