IT Support Specialist Level 2 - Whitby, ON

IT Support Specialist Level 2

Whitby, ON

Full-time (Hybrid)

The IT Support Specialist this role will provide advanced troubleshooting support to a wide variety of PCs, Servers, Network devices, firewalls, and end user applications.

This is a perfect position for an outgoing, customer focused IT professional with a passion for technology, positive attitude, and desire to grow as a technical professional and take on a more senior role within an IT team.

Responsibilities :

• Strong customer service and troubleshooting skills as you will provide complete support for client environments including hardware, operating systems, software with an emphasis in business applications and network equipment
• Resolving more complex issues requiring detailed systems and applications knowledge; with issues that have been escalated from Tier 1
• Training and documentation of issue resolution steps for team, and cross training of staff when issues are escalated.
• Ability to conduct research into complex issues and present possible solutions with the team to

create plans for small and medium size project implementations

• Work on projects in tandem with Helpdesk coverage, and managing time and deliverables for both sales and technical team
• Dig deep and identify the root cause of persistent issues and fix reoccurring issues at their source
• Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal

supervision

Detail oriented personality; creating and following checklists for installs, projects and customers

software upgrades.

Take part in monthly customer maintenance tasks ensuring all customer security devices and

monitoring is up to date

• Interact with clients remotely via telephone and other remote technologies
• Use, update and contribute content to our internal knowledge base
• Earn the trust and respect of clients, and make recommendations on technology to improve

performance, security and to resolve root causes of reoccurring issues

Ability to participate in on-call rotation and after-hours activities and project work as required

Must-Haves :

• 5+ years of IT datacenter or network support experience is required.
• Prior Managed services experience is required.
• Bachelors degree or equivalent in the IT field with 5+ years (minimum) related experience in a small-to-medium Managed IT Services environment
• Microsoft Certifications ( MS-100 : Microsoft 365 Identity and Services, Microsoft 365 Certified : Messaging Administrator)
• 3-5 years experience with installing, configuring, and supporting Windows Server 2012-2019 ; including Active Directory, DNS, DHCP and Office 365 services.
• VMWare experience; installing, configuring, maintaining, and supporting data center infrastructures.
• Fortinet NSE1-3 and 4 or Watchguard Network Security Essentials or working towards within 12 months.
• Demonstrated ability to configure and maintain WatchGuard, Cisco, Fortinet and HP networking

devise and firewalls

• VOIP (Ring Central, Teams Phone) experience with setup and troubleshooting
• Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal

supervision