We are currently hiring a seasoned Systems and Network (Tier 3 Technician) to join one of our reputable clients, a thriving IT Managed Service Provider. This is an onsite role based out of Hamilton, ON.
Must Haves:
- Five or more years of MSP experience required
- Eight or more years of IT or related experience
- Knowledge of industry applications, processes, software and equipment (ConnectWise, LionGuard, Kaseya, etc.)
- Advanced working knowledge of Windows Server 2012, 2016 and 2019
- Experience administering MS Exchange servers
- Experience in virtualization
- Advanced experience designing, programming and installing network equipment such as firewalls, switches and wireless access points (Watchguard experience is a plus)
- Strong organizational, presentation and customer service skills
- Excellent communications skills and active listening skills
- Ability to multi-task, adapt to changes quickly, and identify new priorities as they arise
- Professional IT Certifications
- Ability to work in and build client environments.
- Valid driver’s license and fully functioning vehicle
Responsibilities:
- Resolve Service Tickets within SLA
- Complete Project Tickets as Assigned
- Timely & Accurate Ticket Entry
- Client Satisfaction
- Provide Content for SOP’s
-
On-Call Per Schedule
- Troubleshoot up to Tier 3 Service Tickets, resolve escalations received from Tier 1 and Tier 2 and escalate tickets in accordance with client standards regarding escalation rules
- Complete Project tickets as assigned and adhere to the schedule set forth for the project by the Project Coordinator
- Be a Subject Matter Expert on client tools and applications and provide internal IT support and direction for the company
- Commit to building a culture surrounded by client's Core Values by exemplifying them in your behavior and encouraging your team to do the same
- Continually seek opportunities to increase customer satisfaction and deepen client relationships throughout all client interactions
- Communicate and relate with clients—have the ability to speak to non-technical end users in a constructive manner
- Handle all information, whether written or verbal, in a confidential and professional manner
- Ensure that risks are communicated, as identified
- Contribute technical knowledge to process documentation, update as processes are improved
- Great writing skills for end-user communication as well as documentation
- Ability to follow written processes and understand basic troubleshooting (cause/effect, following the chain) when there is no process
- Complete training, as assigned, on new tools introduced to the environment
·
