Support Technician Tier 2
The Support Technician T2 is responsible for providing tier 2 level technical support to clients. T2 serves as an escalation point for T1 technicians. You will be empowered to leverage our ticketing platform and dashboards to manage your ticket queue and will work in a team environment to enhance your knowledge and that of your teammates.
What's in it for you?
-Health Insurance (HMO)
-Competitive Salary
-Expanded maternity leave up to 120 days
-Allowances
-Paid Time offs (Vacation Leaves Are Convertible to cash if unused)
-Companywide events
-Fun & Relaxed environment
Job Details:
Support Technician Tier 2
Eastwood Libis, QC (Work from Home)
Monday to Friday | Between | 8 PM – 7 AM (9-hour shifts)
*You will start providing back-office support (e-mails/tickets) and make outgoing phone calls. Some incoming phone calls might need to be fielded as well.
*Down the road, there might be week-end shifts.
*Training duration is about 2-4 weeks
*Minimum Internet Speed of 25 mbps
Responsibilities:
-Diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to:
- Remote desktop support
- Windows Server (all versions)
- Various server environments
- Microsoft SQL
- Enterprise level network architecture
- Complex LAN/WAN environments
- Disaster recovery solutions
- Backup solutions and applications (Veeam, etc.)
- Load balancing technologies
- VPN technologies
- Network security (Cisco, SonicWall, PFSense, etc.)
- Virtualization technologies (VMWare, Hyper-V, etc.)
- Microsoft Exchange / Hosted Exchange
- Various operating systems (Linux, MacOS, Windows)
- Encryption technologies (Bitlocker, Symantec, etc.)
- Active Directory
- Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
- Desktop applications
- Networking and configurations (Switching, routing, firewalls)
- Web technologies (XML, HTML, CSS)
- VoIP phone systems
Qualifications:
- 4+ years' experience in a help desk role
- 3+ years' experience working for a managed service provider or similar business preferred
- 3+ years of small, medium, large network infrastructure support
- 3+ years of experience resolving advanced network service tickets by phone and by email (service tickets)
- Cyber Security experience - phishing attempts, 2FA
- O365 admin
- Server support experience
- Someone not siloed to any one of these skill sets or to one type of brand (i.e. Lenovo help desk, Ricoh printer help desk, etc.)
- Degree valued but not required
- Preferred certifications include CompTIA A+, Network+, CCNA but are not required
- Solid understanding of intermediate networking and server management principles
- Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills