Field I.T Support Technician (L3), London, ON
This position is responsible for providing onsite technical support related to computer systems, hardware, or software at the client’s business locations.
This position will be a client facing resource and will perform initial and secondary physical analysis and troubleshooting to rectify problems and, if necessary, suggest enhanced products and services to prevent the problem in the future. This could also include project deployments.
Proactively assess clients I.T. infrastructure. Build and provide clients with thoughtful I.T. solutions up to company standards and related I.T. advice.
Complete tickets once assigned, ensuring all notes are documented and tickets are closed out.
Creation of new tickets as additional work is identified while at the client’s location.
Provide onsite/remote technology support to a broad range of clients.
Triage and document all issues, troubleshooting steps and final resolution in ticketing system with detail.
Track, resolve, follow up, and fully document all customer support tickets as assigned.
Develop and conduct basic training programs on how to use hardware and applications; draft user manuals and/or document process and procedures.
Perform bench-level hardware troubleshooting and repair as needed.
Preform any preparation work as needed for customer sites or projects.
Perform preventative maintenance on customers' networks and systems.
Assist the team with technology run rate projects and major deployments.
Communicate daily with customers, coworkers, and management.
Specific Job Tasks:
Work as a IT Support Technician providing support remotely and onsite.
Working within ticketing system to create tickets, complete detailed time entries, document notes and forward schedule where appropriate.
Working with in house document management programs to add data to pre-existing assets (ie update/upload to IT Glue).
Configure and set up a full range of IT hardware including but not limited to servers, hyper converged environments, workstations, laptops, tablets, Wi-Fi, WAP, basic router/WAN, switch and VLAN configurations and NAS.
Setup Office 365 software including email configuration, manage tenants.
Setup RMM sites AV, firewall, router configuration, server, WAP, UBI controllers.
Roll out RMM and AV on workstations and servers as required.
Troubleshoot and complete diagnostics for basic email user issues, office 365 products, workstations, laptops, tablets, OS related issues, printer/scanner, workstations, and basic server issues.
Complete various level networking functions including Routing, switching and other network services.
Support troubleshooting third party software including QuickBooks, Sage and others.
Support Antivirus policies but setting up, completing software updates, rollbacks and general remediation.
Complete Disaster Recovery set up and configurations related to all servers, workstations and 365 Microsoft programs.
Provide Escalation Support to Help Desk Service Technicians or Junior level Support Technicians.
Position Expectations – Must have:
Valid, clean drivers license/record and a reliable, fully insured vehicle
7+ years of desktop experience.
5+ years server experience
5+ years experience in advanced routing, switching, and wireless networking.
Excellent hardware and software troubleshooting abilities.
A+, Network +, Security+, MCSE, MCITP, MSCA, CCNA or equivalent a plus.
FortiGate, Meraki, and Cisco routers and switches.
Intermediate knowledge of desktop operating systems and Microsoft Office Applications
Basic knowledge of networked workstation and server configurations.
Candidates must have experience working for an IT/MSP Service Provider
Ability to assist with lifting gear as required.
Ability to work from the London office and travel to client sites primarily within Ontario.
Position Expectations – Nice to have:
Working knowledge of ConnectWise, IT Glue and N-able/Solar Winds RMM
Previous leadership skills.
Ability to influence without authority.
Previous sales or customer service experience.
An ergonomically designed work from home office space.
Please contact Pam Inglis for more details at email@example.com Ref: Rostie Job ID# 3345