help desk technician Canada
Job description
Be part of something special; come join the MatrixIT Team.
MatrixIT is seeking a highly skilled and experienced Helpdesk (NOC) Manager for Escalated Support Level 2-3 candidate to join our team. In this role, you will be responsible for providing and managing technical support and assistance to our customers, including support for applications related to CIS Controls, Next Gen Firewalls, 2FA, DUO, Sophos, Cisco, Zero Trust, SOC, and SIEM.
In addition to standard customer helpdesk support, you will be responsible for managing and troubleshooting a wide range of security initiatives, including antivirus software, network security solutions, identity and access management systems, endpoint protection platforms, SIEM systems, vulnerability management tools, encryption and data protection solutions, security and compliance frameworks, disaster recovery and business continuity systems, and network monitoring and traffic analysis tools.
To be successful in this role, you should have extensive experience in security and IT support, as well as strong problem-solving and communication skills. If you are looking for an exciting opportunity to join a dynamic and fast-paced team, we encourage you to apply for this position today.
The responsibilities of a Helpdesk (NOC) Escalated Support Level 2-3 candidate would include:
- Providing technical support to customers via phone, email, or chat.
- Identifying and troubleshooting issues related to the supported applications and security initiatives.
- Escalating complex issues to higher levels of support as needed.
- Documenting support interactions and resolutions in a ticketing system.
- Collaborating with other team members to resolve customer issues in a timely manner.
- Keeping up to date with new developments and updates related to the supported applications and security initiatives.
- Providing training and guidance to lower level support staff as needed.
- Participating in on-call rotation for after-hours support.
- Identifying and reporting on trends in customer support requests.
- Participating in the development and implementation of new processes and procedures related to support and security initiatives.
- A bachelor's degree in a related field such as computer science, information technology, or cybersecurity.
- 3-5 years of experience in a technical support or helpdesk role.
- Strong knowledge and experience with the supported applications and security initiatives listed in the job posting.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving and troubleshooting skills, with the ability to identify and resolve complex issues.
- Experience with ticketing systems and documenting support interactions.
- Ability to work well in a team environment, collaborating with other team members to resolve customer issues.
- Availability to participate in an on-call rotation for after-hours support.
- A desire to stay up-to-date with new developments and updates related to the supported applications and security initiatives.
Job Types: Full-time, Permanent
Salary: $65,000.00-$80,000.00 per year
Benefits:
- Automobile allowance
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
Flexible Language Requirement:
- French not required
Schedule:
- 8 hour shift
Supplemental pay types:
- Bonus pay
- Commission pay
Ability to commute/relocate:
- Gloucester, ON: reliably commute or plan to relocate before starting work (required)
Application question(s):
- This position is an in office position. Are you able to commute and be available to work in the office?
Experience:
- escalation helpdesk: 5 years (required)
Licence/Certification:
- Driving Licence (required)
Work Location: Hybrid remote in Gloucester, ON
Expected start date: 2023-06-05
About MatrixIT
Revenue: Unknown / Non-Applicable
Size: Unknown
Type: Company - Public
Website: www.matrixit.net
