Attention all tech wizards! An exhilarating opportunity awaits in the dynamic realm of visual communications! Our esteemed client, a leader in the industry, is eagerly seeking a seasoned IT Support Analyst with over 3 years of expertise to join their innovative team in Markham. He/she will be responsible for supporting the IT department with maintaining the company’s existing IT server and network infrastructure environment. He/she will primarily be overseeing Tier 2 issues with some Tier 3.
Qualifications:
- College or university degree in a related field (includes computer networking, technical support) and/or 3-5 years of related work experience
- MCP, MCSE, CompTIA & CCNA certified
- Windows System Administration (Server/Active Directory) experience
- Proficient experience in MS Office Suite, File Shares, Print Services, Sharepoint and MS365 administration.
- Basic knowledge and experience in virtualization software such as VMware ESXi (VMware).
- Some experience of networking, firewalls, Wintel servers, switches, GPO, VPN, SIPs, DID, DNS
- Cloud services is an asset: Azure Cloud administration and AWS.
- Excellent customer service and communication skills
- Ability to mentor or train other team members and share technical knowledge.
- Ability to work on multiple projects with multiple deadlines
- Team player and work independently
- Must have the willingness and ability to take initiative
- Proficient in effectively managing own time and schedule
- Detailed Oriented
- Organized, reliable, and highly dedicated
- Possesses a high tolerance for stress and the ability to remain calm under pressure
- Ability to work in a fast-paced and constantly changing environment
Responsibilities:
- Incident Management - Monitor systems and identify performance issues reactively. Follows standard protocols for troubleshooting standard incidents. Verify system/product operations.
- Troubleshoot and resolve level 2/3 support issues from various support channels (phone calls, chats, self-service tickets); document and escalate issues further as required.
- Maintain and assist in the support of company’s existing IT network infrastructure & phone system.
- Maintain cloud environment by identifying system requirements; installing upgrades; monitoring system performance.
- Administer windows servers, clients, AD, Office365 Applications & cloud services.
- Provide Technical assistance remotely/in-person to our end users and technicians whenever required.
- Maintain system capability by staging & testing hardware and software.
- Perform backups and recovery operations.
- Assist in design and make recommendations for new implementations, quotes and procurements of hardware, software, and applications
- Provide advanced troubleshooting skills and assistance to end users, liaise with application vendors support when necessary.
- Create & update documentation of knowledge base, standard processes and procedures.
- Work evening & weekends occasionally, when required.
