Level 2 Intermediate IT Support Help Desk Technici, Toronto

Job Title: Level 2 Intermediate IT Support Help Desk Technici
Country: Canada
State/Province: ON
City: Toronto
Company: 365 iT SOLUTIONS
Job Category: IT (Information Technology)/Software Development
Keywords: Level 2 Intermediate IT Support Help Desk Technici - Toronto, ON, Canada Level 2 Intermediate IT Support Help Desk Technici - Toronto, ON, Canada
Job Type: B
Job Title: Level 2 Intermediate IT Support Help Desk Technici - Toronto, ON, Canada
Job Description:
About 365 iT SOLUTIONS:
365 iT SOLUTIONS was established in 2000 as a full-service IT outsourcing firm serving Small-to-Medium Business (SMB) in Toronto and surrounding area. Being industry leaders and a leading IT consulting firm in Toronto, our hand-picked Canadian team delivers the best IT services including Managed IT Services, IT Support Services, IT Outsourcing Services, Tech Support Services and Cloud Services.
We have built an impressive client portfolio over the years and it consists of Toronto’s most elite and industry leading companies with international presence in a wide variety of industries.
We are looking for the right person to join our amazing tech support services team. Our team is amazing at servicing our clients and completely committed to technology as it is their passion. Our future team member will join the ranks of our tech support team as a full-time employee with a 6-month probation.
Our IT technical support team is very techie and likes to play with things like sandbox environments, testing new technologies because it is cool or just for the fun of it. We like tech also ad we use Enterprise class remote monitoring and management (RMM) and professional services automation (PSA) tools to proactively manage our client environments. As part of the team, you will also be able to diversify and work on cool IT Projects for our clients using the latest and greatest technology out there.
To be part of our great team, you should have proven technical analytical skills, problem-solving abilities when it comes to supporting technology remotely, over the phone or on-site.
We are looking an amazing Level 2 Intermediate IT Support Help Desk Technician to join ranks and work in a team environment. You will help your IT support services team take tech support calls from clients, respond to tech support tickets as well as find resolutions. This technician will report to the Technical Services Manager and Project Manager.
We are looking for someone who has at least 4 years of experience in this field.
Details for Level 2 Intermediate IT Support Help Desk Technician
 
Responsibilities at 365 iT SOLUTIONS:
Perform remote technical support troubleshooting of hardware and software issues for various clients.
Assemble and configure client systems and servers according to IT project specifications.
Provide occasional on-site technical support troubleshooting of hardware, networking and software.
Document all changes to the technical support environment according to industry best practices.
Must have excellent verbal and written communication skills to communicate with team and clients.
Excellent interpersonal skills as this is a customer-facing role.
Monitor technical support ticketing system to ensure timely resolution of all IT support issues.
Leverage front-line client experience to identify sales opportunities and upcoming projects.
Ability to work under tight deadlines with multi-tasking abilities.
Must be able to apply industry “Best Practices” when managing client IT infrastructures.
Independently must be able to access software updates, hardware drivers, knowledge bases (KB), Frequently asked questions (FAQ) and Questions and Answers (Q&A) resources to find problem resolutions.
Ability to perform hands-on hardware fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Ability to work business Hours from Monday to Friday from 8AM – 6PM with occasional after hours work and on-call required.
Must be able to take on additional duties as assigned by management.
Requirements at 365 iT SOLUTIONS:
Computer Science and/or Information Technology post-secondary education.
Certifications in Cisco, Microsoft and CompTIA would be considered a big asset.
The ability to achieve certifications within 6 months of employment.
Passionate about technology and IT including self-motivation.
Proven ability to be analytical in technology as well as problem-solving skills.
Ability to investigate and resolve a wide range of tech support issues.
Must be able to prioritize and execute tasks in a high-pressure fast moving environment.
Strong multitasking skills with the ability to absorb and retain information quickly.
Must have a valid Ontario Driver’s License and full access to a reliable vehicle.
Exceptional customer service orientation skills.
Technical Requirements:
Strong working knowledge of Microsoft Windows Server operating systems including Server 2003, Server 2008, Server 2012 and Server 2012 R2, Active Directory including installation, configuration, administration and troubleshooting.
Strong working knowledge of Microsoft Operating Systems including Windows XP, Windows 7, Windows 8, Windows 10) as well as Apple OS X, Linux including installation, configuration, administration and troubleshooting.
Strong working knowledge of Microsoft Office Suite including 2007, 2010 and 2016.
Working experience with Remote Control Software including LogMeIn and MS-Remote Desktop.
***
Strong working knowledge and experience of computer networking including TCP/IP, OSI model, routing, switching, VLANs, subnetting, super subnetting and other networking concepts.
Strong working knowledge and experience of networking hardware including Cisco, SonicWALL, routers, firewalls, switches and VPN appliances.
Strong working experience and knowledge of corporate data back-up hardware including tape drives, USB drives and Disk-to-disk systems.
Strong working knowledge of RAID including various RAID controllers and general RAID knowledge including knowledge of building, mounting, breaking, hot spare and RAID 0/1/5/6/10
Knowledge of VoIP including FreePBX, Asterisk, Cisco UC, etc.
Strong working experience and knowledge of virtualization platforms including VMware and Hyper-V.
Strong working knowledge and experience of corporate data back-up software including Acronis, Vembu, WSB, and other business class backup software suites.
Strong knowledge and experience of working with various cloud platforms including private cloud services, Microsoft Azure and Amazon Web Services (AWS).
Strong knowledge and experience including the ability to troubleshoot and support smart mobile devices including Windows, iPhone, iPad, Android and Blackberry.
Nice to Have:
Experience working with remote monitoring and management (RMM) tools as well as professional services automation (PSA) software.
Previous experience with a Managed Services Provider (MSP)
Microsoft Certified Solutions Associate (MCSA): Windows Server 2012 or equivalent
365 iT SOLUTIONS offers a very competitive compensation package includes base salary, benefits, commission and bonus structure.

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