Helpdesk Specialist – Tier 3

Category:
Information Technology
Industry:
Consulting
Type:
Direct Hire
Location:
Toronto, Ontario
Job ID:
#154872
Recruiter:

Tier 3 Helpdesk Specialist
Our client is a full-service Network Operations Centre and Helpdesk company. Headquartered in Ontario, Canada and servicing North America and Overseas.

They are seeking a full-time technical Senior NOC and Helpdesk Specialist as an additional role to the growing team. This is an in-office role and REQUIRES SUBSTANTIAL EXPERIENCE with PSA/RMM tools with a focus on Managed IT Services based on NOC and HelpDesk Operations.

Responsibilities:

  • Handling phone service calls from clients requiring assistance
  • Providing remote technical support to all clients at various different support levels
  • Responding to technical alert notifications on client servers and network appliances
  • Creating and managing technical tickets
  • Managing IT related alerts and notifications
  • Coordinating with other team members
  • Working to build best-in-breed managed technical solutions

Technical Skill Requirements:

  • PSA Tools such as Autotask, ConnectWise
  • RMM Tools such as AEM, Labtech
  • Excellent knowledge of Managed IT Services concepts including integrations and central management of tools
  • Windows Server 2003-2012 (including R2)
  • MS Hyper-V, VMWare ESXi
  • Active Directory, DNS, DHCP
  • Excellent knowledge and experience with backup technologies such as Windows Server Backup, VEEAM, BackupExec, Acronis
  • Networking appliances such as commercial-grade firewalls, switches, routers, etc.
  • experience with internet / networking concepts such as VPN, Public DNS, Dynamic DNS
  • Office 365

Additional Technical Skills to mention:

  • Experience with linux considered an asset
  • Knowledge of hosting concepts considered an asset

Soft Skills:

  • Excellent verbal and written English communication skills, including ability to communicate effectively with both IT and business personnel.- Demonstrated ability to prioritize tasks and resolve problems in a timely manner
  • Strong Customer Service Skills
  • Desire to learn and take on new responsibilities
  • Strong attention to detail
  • A self starter and able to drive tasks