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Job description

As an IT Support Level 1 professional at a Managed Service Provider (MSP), you will play a crucial role in providing technical assistance and support to client’s IT infrastructure and systems. You will be responsible for delivering prompt, efficient, and courteous customer service while maintaining a high level of technical expertise. Your primary goal will be to ensure clients' technology systems are operational, secure, and optimized to meet their business needs.

Responsibilities:

• Fieldwork and travel in the GTA required (up to 30% of work time)
• Travel beyond GTA but within southern Ontario i.e. London, Kingston, and Niagara (about 10% of work time)
• Provide Technical Support: Respond to client inquiries, incidents, and service requests related to IT systems, applications, and hardware. Troubleshoot and resolve issues promptly to minimize downtime and ensure customer satisfaction.
• Help Desk Support: Act as the first point of contact for clients, receive and log support tickets, and provide timely and accurate updates on the status of open issues. Ensure all requests are documented, prioritized, and resolved within agreed service level agreements (SLAs).
• System Monitoring and Maintenance: Monitor clients' IT systems, network infrastructure, and servers to proactively identify and resolve potential problems. Perform routine maintenance tasks, such as software updates, security patches, and system backups.
• User Account Management: Create, modify, and disable user accounts across various systems, including email, Active Directory, and other business applications. Ensure appropriate access levels and permissions are maintained.
• Security Awareness and Training: Contribute to cybersecurity awareness programs by promoting best practices among clients' employees. Assist in delivering training sessions or materials to educate users about common cybersecurity risks, such as phishing, social engineering, and password hygiene.
• Hardware and Software Setup: Assist with the installation, configuration, and deployment of computer hardware, software applications, and peripheral devices. Ensure compatibility and adherence to clients' technology standards.
• Network Support: Troubleshoot basic network connectivity issues, including LAN, WAN, and VPN connectivity. Collaborate with network engineers or vendors for advanced network troubleshooting.
• Documentation and Knowledge Base: Maintain accurate and up-to-date documentation of support tickets, solutions, and procedures. Contribute to the development and enhancement of the internal knowledge base to improve issue resolution efficiency.
• Client Relationship Management: Build and maintain strong relationships with clients, understanding their business requirements, and providing exceptional customer service. Proactively communicate updates, resolutions, and recommendations to clients.
• Escalation and Collaboration: Collaborate with Level 2 and Level 3 support teams for complex technical issues that require advanced troubleshooting or specialized expertise. Escalate critical incidents and coordinate with other teams to ensure swift resolution.
• Stay Updated: Continuously enhance technical knowledge and skills through self-learning, training programs, and certifications. Keep up to date with the latest industry trends, technologies, and best practices.

Qualifications:

• 2+ years of hands-on working experience in utilizing your problem-solving & decision-making skills to provide both technical support and customer service in a fast-paced, high-demand office environment
• 2+ years of hands-on technical working experience in resolving technical issues related to Windows 10 Operating System for PC’s & Macintosh iOS/macOS.
• Strong knowledge of computer hardware, operating systems, and software applications (Microsoft Windows, macOS, Office 365, etc.)
• Basic understanding of cybersecurity principles, concepts, and best practices
• Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN)
• Knowledge of TCP/IP, routing, switching, VLANs, subnetting, other networking concepts
• Proficiency in troubleshooting basic hardware and software issues
• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are advantageous

Requirements

• High school diploma or equivalent (Bachelor's degree in a related field is a plus)
• 2+ years of experience in a desktop technician role or similar position in a medium to large corporate environment.
• Exemplary attendance and punctuality
• Clean driving record & valid Ontario driving license
• Excellent customer service and interpersonal skills
• Strong problem-solving and analytical thinking abilities
• Ability to work independently and as part of a team
• Effective communication skills, both verbal and written
• Willing and open to learning new skills
• Take ownership of responsibilities

Duties are indicative only and may change as business requirements demand

Job Type: Casual

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• IT support: 1 year (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: Hybrid remote in Brampton, ON L6W 3W8

Application deadline: 2023-06-16