Level I IT Support Technician

Job Summary

Reporting to Management, the Level I IT Support Technician will play a key role in maintaining our client’s computing environments.

The ideal candidate will possess the following qualifications that include, but are not limited to:

Responsibilities and Duties

• Provide onsite and remote technical support of software, hardware, and networking
• Identify system improvements and monitor system performance for various clients
• Communicate will all clients via phone, email, video, and other collaboration tools
• Assemble, image, and configure client workstations, laptops, and servers
• Monitor ConnectWise ticketing system to ensure timely resolution of all issues
• Apply MSP industry best practices
• Perform Level 1 tech support at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Follow check lists to ensure a consistent result for routine and common tasks
• Other duties as assigned by management

Qualifications and Skills

• 1+ years of professional and courteous technical and customer support
• Ability to multi-task in a team environment is essential
• Highly self-motivated and directed with a passion for technology and I.T.
• Possess and demonstrate excellent interpersonal skills as this is a customer-facing role
• Proven technical, analytical, and problem-solving tech support skills
• Ability to work under pressure with tight deadlines
• Maintain professionalism and have a positive, outgoing attitude
• Ability to absorb and retain information in a fast-paced environment
• Must have a valid Ontario Driver’s License and full access to a reliable vehicle
• Must pass Criminal Background Check prior to employment
• Hands on experience with installing, configuring, and administering Windows 7, 8, 10 operating systems
• Hands on experience with Microsoft Office Suites and Microsoft Office 365
• Hands on experience with remote support / control software
• Experience with network security devices and protocols, configuration, and support (firewalls, managed switches, routers, VPN, VLAN, Virtual Servers, etc.)
• Knowledge of installing, configuring, administering, and troubleshooting Microsoft Windows Server 2008-2019 including Active Directory and related Enterprise applications (Exchange, anti-spam, anti-virus, etc.)
• Experience with server peripheral hardware (UPS, backup drives, KVM/vKVM, etc.)
• Knowledge of networking hardware and concepts, fundamental network protocols (DHCP, DNS, TCP/IP, LAN, and WAN design, etc.)
• Knowledge of backup concepts and techniques
• A general understanding of RAID and storage concepts and technologies
• Knowledge of cloud platforms such as Azure and AWS

Nice to have

• Industry certifications would be an asset
• Prior experience working with a Managed Service Provider
• Experience with N-able monitoring platform, Connectwise are assets