Senior Support Specialist Level 3 (WFH)

Senior Support Specialist Level 3

Our client is a Canadian Based MSP (Managed Service Provider). They provide IT and Network support services to a wide range of mid-sized companies. This senior role offers work from home options, competitive salary, growth opportunities and the chance to work with a dynamic and growing team of international IT professionals.

As a Senior Support Specialist, you play an integral role in the business, acting as the point of escalation for the team of technicians and not being afraid to roll up your sleeves and dive into the work. This role requires working closely (both remotely and on-site) with our valued clients on a day-to-day basis, using your analytical problem-solving skills to cater innovative solutions to their needs.

Key Responsibilities:

• Provide timely IT support relating to various technical issues involving (but not limited to) Office 365, SharePoint, Azure and Intune, line of business applications, networking equipment, VPN (hardware and software), VMware, Datto, and different server environments

• Acting as a point of escalation for the technical team

• Making recommendations based on your knowledge and experience

• Support services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint etc.

• Implement and support disaster recovery solutions

• Technical services and support at the network level: WAN and LAN connectivity, VLAN configuration and troubleshooting, routers, firewalls and security

• Remote access solution implementation and support: VPN, Terminal Services, and RDS

• Keep up-to-date documentation for clients in our documentation system

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages

• Effectively communicate complex terminology into easy-to-understand language for clients

• Enter all work as service tickets in our ticketing system (ConnectWise)

• Engineering solutions to fit clients business needs

• Pre-sales support for account managers (scoping, advising on recommended solutions, etc.)

• Other duties as assigned

Qualifications:

• Minimum 3-5 years of Managed Services Provider (MSP) experience or experience in a similar role

• 2+ years working in a Network Admin or Network support capacity

• 3+ years experience as a Tier 2 Technician

• Understand networking and systems administration (CCNA, CMPTI A+, network considered an asset)

• Experience with Windows OS

• Experience in OSX considered an asset

• Degree in Computer Information Systems or related field considered an asset

• Strong interpersonal skills including written and verbal

• Ability to problem solve and provide solutions

Required Skills:

• Takes ownership of tasks and follows through to ensure complete resolution

• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with

• Ability to pay close attention to detail while performing technically detailed tasks

• Ability to deal effectively with stressful situations

• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members

• Ability to provide accurate time estimates for how long a task will take

• Understands that the success of individuals is measured by the success of their teams

• Ability to quickly learn new technologies through the use of self-study materials and intuition

• Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution (i.e. -- Susie can't print)

• Enjoys sharing information, supporting others, and working on a team to achieve team goals

• On-going self-training to preserve professional viability is a must

• Solid English both written and spoken

• Current model PC (to be specified)

• High speed internet access and backup

• Suitable office space for work-from-home