Senior IT Support Technician

Job Description

Job DescriptionAre you looking for a position that offers growth and security, and the opportunity to own your role? A company with a terrific reputation that does interesting and exciting work? We’re Velocity Solutions () , and you can stop looking. We’re a managed IT services company that helps keep small, medium, and enterprise businesses running with optimal efficiency and performance. Our work is varied, challenging, and integral to our customers success. Now, thanks to our growth, we need a new Senior IT Support Technician to help us continue our upwards trajectory. If you’re excited to work in a position with autonomy and responsibility at a growing, dynamic company, we want to hear from you. Senior IT Support Technician As the new Senior IT Support Technician, your goal will be to maintain the day-to-day operations of our clients’ business systems, applications, networks, and equipment. This is a unique role that will allow you to put your technical leadership and mentoring skills to good use, as you assist with senior IT support/troubleshooting requests from customers and help Level 1-2 escalation requests from our Help-Desk support team. You’ll ideally bring a broad and seasoned skillset of Senior technical and IT security experience in addition to a strong familiarity with multiple firewall systems, switch/network management, server management, Microsoft-365 and cloud experience. Your knowledge and competency with these processes means that our clients will be able to rely on your ability to troubleshoot and solve whatever problems arise. Specifically, some of your responsibilities will include: * Work closely with customers to respond to questions about functionality of existing business applications or network equipment * Troubleshoot problems, determining root cause and resolving problems to prevent reoccurrence * Utilize expertise of technical members and the support/help desk to analyze and action resolutions in addition to supporting project-based work * Manage supplier and third-party service providers on customers’ behalf * Lead and manage projects from beginning to end to ensure scope of project is completed * Monitor and administer defined system performance, capacity and/or security protocols and identify issues, according to defined parameters * Identify and resolve customer IT infrastructure related problems; maintain a sense of urgency and ownership while working to resolve calls * Configuration, deployment and management of firewalls and security appliances/solutions * Configuration, deployment and management of networking equipment * Work independently with minimal supervision as well as in a team environment * De-escalate conflict and manage aggravated customers You’re responsive and adaptive, able to thrive in a fast-paced dynamic environment. You have great communication skills and can effectively communicate complex information to co-workers. You’re also highly intelligent and competent, which lets you to build trusting relationships with everyone you interact with. As we continue to grow, so will the opportunities you encounter, and you’ll never find yourself without exciting, empowering, and challenging work. If the opportunity to work with a diversity of technology and infrastructures sounds exciting, and you’re looking for an environment where you can continue to develop your diverse set of IT skills, this is the role for you. Working @ Velocity Solutions This is a full-time permanent position, working a mix of virtually/remotely, and occasionally on client sites as needed (typically 2-3 times per week). Office hours are 8:30am to 5:30pm (with overlapping shifts) with occasional project dependent overtime and on-call responsibilities. We offer a competitive total compensation package, commensurate with experience, that includes profit sharing, benefits, company matched RRSP contributions (5%), vacation, education coverage for related certifications and travel reimbursement for client site visits. We have tight-knit atmosphere where everyone is passionate about working hard to contribute to the success of the company. There are no attitudes or egos here – we all succeed when the company succeeds. Qualifications * 5+ years’ experience in a technical support/help-desk role, providing general IT support and troubleshooting to clients on site/in person, and over the phone/remotely (preferably in a managed IT services support environment) * Strong command of network design, configuration, maintenance, and security is preferred * Familiarity with troubleshooting and design/deployment/maintenance of industry leading firewalls and network switches (Sonicwall, Cisco, Meraki, Dell, Sophos, Datto etc.) * Experience with VOIP Phone Systems * Experience with Microsoft/Office 365 deployments, migrations, and day to day management * Deployment/installation of network PC’s and line-of-business applications * Experience with troubleshooting and deployment/maintenance of VMware and Hyper-V Virtualization Technologies. * Hands on knowledge of industry leading on-premises and cloud backup technologies * Familiarity with Next Generation Antivirus and related Endpoint Security products * Strong understanding of topical/current IT security issues, risks, and solutions, with ability to implement infrastructure changes/new technologies with a focus on security * Familiarity with the design, implementation and ongoing configuration/maintenance tasks required for On-Premises and Hosted Microsoft Windows Servers, including Active Directory and Microsoft Exchange Server experience. * Post- secondary education with a focus on Computer Science, Technology, or a related field, combined with any industry relevant certification would be considered an asset * Valid driver’s license and regular access to a reliable vehicle How to Apply Our online application will give you the option to apply to this role as a complete person – not just a resume. The application will assess your qualifications, personality traits and workplace preferences, and should take 10 to 15 minutes to complete. After submitting, you'll receive an email inviting you to log in and view your assessment results. We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us with the “Help” button in the application. We will review applications as they are received, with priority given to those who have completed the assessment and look forward to hearing from you.