IT Support Specialist

Our team is working on an exciting PERMANENT opportunity for a skilled IT SUPPORT SPECIALIST to join our reputed client in the IT Managed Services sector. This dynamic role would be ONSITE at our client facility in Toronto and would look to begin as soon as possible. 

Roles and Responsibilities

• Analyze current technical designs, risks, and issues, proposing new and effective solutions
• Assist with support of advanced technologies, including core server services (Active Directory, DNS, DHCP), Next-Generation Firewall, Virtualization & Storage, Disaster Recovery, Cloud services, VoIP Servers, VPNs, Microsoft Office365
• Install, configure, and maintain a wide array of IT infrastructures relating to LAN, WAN and Wi-Fi
• Develop strong relationship with vendors, technical, operations and management teams with an overall goal of improving customer service, client perceptions and satisfaction.
• Participate in technical and business meetings, initiatives, and discussions to improve service delivery.
• Act as the technical escalation point for Level 1 and Level 2 technicians.
• Mentor junior technical staff
• Act as liaison between technical team and operations team
• Creating and managing workflow rules within PSA software
• Available for after-hours/weekend on-call support based on a rotating schedule
• Participate in team meetings by reporting status of to-do’s, quarterly initiatives and metrics, and helping to identify and resolve service delivery and customer issues.
• Managing client and toolsets and Onboarding/Offboarding process.
• Delivering and handling long-term projects/requests, including both remote and onsite technical support for client issues.
• Responding to and assisting clients with technical issues, while meeting customer service and response time (SLA) objectives.
• Understanding client needs and suggesting solutions to achieve their goals.
• Reviewing and identifying gaps in technical and process documentation

Qualifications and Skills

• MUST have at least 8-10 years solid experience working directly with IT infrastructure and end-users
• MUST have experience managing other team members
• Strong understanding and knowledge of Firewall configuration and management, with significant experience with any of the following: Sophos XG, SonicWALL, Meraki, Fortinet, Palo Alto
• Thorough understanding of network technology and protocols including TCP/IP protocols, VLANs, VPN, DNS and SSL
• Technical proficiency with advanced networking skills such as: VLANs, Layer 3 switching, Mesh WiFi and IPsec VPN
• Ability to design, install and support server and desktop virtualization environments built on VMware ESX/I and Microsoft Hyper-V. Citrix Xen would be an asset
• Ability to independently install and support VoIP systems, specifically Asterisk/FreePBX
• Knowledge of Microsoft Server roles and services including Domain Controller, File & Print Server, NPS, SQL Server
• Ability to install and support Desktop operating system (MS Windows & Apple Mac OS/X) and related programs
• Proficient with basic hardware repairs - replacing laptop hard drive, RAM upgrade, etc.
• Solid knowledge of Linux (Ubuntu & CentOS), iOS and Android
• Proficient with administering Microsoft Office365 and Google Workspace SaaS
• Experience with Remote access tools (e.g., Datto RMM, ConnectWise) and PSA ticketing system (e.g., AutoTask, ConnectWise, ServiceNow)
• Experience with IaaS/PaaS cloud service hosted on Azure, AWS, Google
• Administering and maintaining various Disaster Recovery and Backup Solutions (e.g. Datto BCDR, Cloud to cloud backups, VEEAM, etc.)

Education

• College or University Degree in IT related field

Nice-to-Haves

• Industry certifications related to Networking (A+, CCNA/P, VCP), Server Administration (MCSA/E), Cloud & Virtualization (Azure Fundamentals, AWS Cloud Practitioner, VMware VCP)
• Ability to perform simple cabling jobs (Cat 5e, Cat 6, patch panels, etc.)
• Familiarity with software such as QuickBooks, Sage One, Accpac, Spectra, Yardi, Adobe Creative Cloud, etc.

Benefits

• Full-Time employee benefits, paid time off and profit sharing.

If this role aligns with your expertise and interest, we invite you to apply today!

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.