IT Technical Support Specialist

hace 1 día


Madrid, Madrid, España Source Code A tiempo completo

Job Summary

We are seeking an IT Technical Support Specialist to join our team at Source Code in Whitby, ON. As a key member of our IT department, you will provide advanced troubleshooting support for a wide range of technical issues.

About the Role

The IT Technical Support Specialist will be responsible for providing complete support for client environments, including hardware, operating systems, and software. This role requires strong customer service and troubleshooting skills, as well as the ability to resolve complex issues that have been escalated from Tier 1.

Key Responsibilities

  • Provide advanced troubleshooting support for PCs, servers, network devices, firewalls, and end-user applications.
  • Resolve complex technical issues that have been escalated from Tier 1.
  • Conduct research into complex issues and present possible solutions to the team.
  • Work on projects in tandem with Helpdesk coverage and manage time and deliverables for both sales and technical teams.
  • Identify the root cause of persistent issues and fix recurring problems at their source.
  • Take part in monthly customer maintenance tasks to ensure all customer security devices and monitoring are up to date.
  • Interact with clients remotely via telephone and other remote technologies.
  • Use, update, and contribute content to our internal knowledge base.
  • Earn the trust and respect of clients and make recommendations on technology to improve performance, security, and to resolve root causes of recurring issues.

Requirements

  • 5+ years of IT datacenter or network support experience is required.
  • Prior Managed services experience is required.
  • Bachelors degree or equivalent in the IT field with 5+ years (minimum) related experience in a small-to-medium Managed IT Services environment.
  • Microsoft Certifications (MS-100: Microsoft 365 Identity and Services, Microsoft 365 Certified: Messaging Administrator).
  • 3-5 years experience with installing, configuring, and supporting Windows Server 2012-2019; including Active Directory, DNS, DHCP, and Office 365 services.
  • VMWare experience; installing, configuring, maintaining, and supporting data center infrastructures.
  • Fortinet NSE1-3 and 4 or Watchguard Network Security Essentials or working towards within 12 months.
  • Demonstrated ability to configure and maintain WatchGuard, Cisco, Fortinet, and HP networking devices and firewalls.
  • VOIP (Ring Central, Teams Phone) experience with setup and troubleshooting.

Estimated Salary Range

$80,000 - $110,000 per year, based on experience and qualifications.



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