Technical Specialist – L3

JOB ID: 3318,London, ON

Our client is a fast-growing, Canadian IT support and solutions company that offers great benefits, lots of room for growth, encourages training and a good work life balance. Their people are fun and are proud to say that they are "geeky". Above all, they take pride in what they do.

This is a great opportunity to work in a rewarding work environment with a forward-thinking company leading the SMB technology management space. We are looking for someone who is a good fit with our existing service team, who has excellent organizational skills and who can work both as part of a team or independently. This individual will be responsible but not limited to providing our highest tier technical support related to computers systems, networking, server hardware or software while also being an escalation point to level 1 and 2 technical team members. This position will be a high-level resource for business customers and will perform advanced analysis and troubleshooting to rectify any issues or problems and, if necessary, take ownership and resolve from end to end.

Essential duties and responsibilities:

Primary Level 3 Technician Responsibilities:

  • High level technology support to a broad range of businesses.
  • Triage/Document all issues, troubleshooting steps and final resolution in helpdesk ticketing system.
  • Track and resolve customer support tickets as assigned
  • Develop and conduct basic training programs for L1 and L2 on how to use hardware and applications; draft user manuals and/or document process and procedures.
  • Provide highest tier support for clients and specialized projects.
  • Act as highest tier escalation point for L1 and L2 technicians.
  • Assist the team with technology projects and deployments as needed.
  • Regularly communicate with customers, coworkers, and management.

  • Primary Level 3 Technician Responsibilities:

  • High level technology support to a broad range of businesses.
  • Triage/Document all issues, troubleshooting steps and final resolution in helpdesk ticketing system.
  • Track and resolve customer support tickets as assigned
  • Develop and conduct basic training programs for L1 and L2 on how to use hardware and applications; draft user manuals and/or document process and procedures.
  • Provide highest tier support for clients and specialized projects.
  • Act as highest tier escalation point for L1 and L2 technicians.
  • Assist the team with technology projects and deployments as needed.
  • Regularly communicate with customers, coworkers, and management.

  • ADVANCED TECHNICAL SKILL SETS REQUIRED:

    FIREWALLS

  • Security - Implementation and troubleshooting
  • Connectivity issues and intermittent problems.
  • Vendors - FortiGate, Meraki, Sophos, Cisco, Juniper
  • VPN

  • Configuring - Site to Site, Device to Site, Mesh setup between multiple sites
  • Troubleshoot - Application problems over VPN, Performance issues, Routing issues
  • Vendors - FortiGate, Meraki, Sophos, Cisco, Juniper, Microsoft
  • VLAN

  • Configure - Multiple VLANS with separation for security and management separation
  • Troubleshooting - Security, Inter VLAN routing, policies
  • Vendors - FortiGate, TP-Link, Ubiquity, Cisco, Meraki
  • NETWORKING

  • Making sure that all networking devices are configured securely and correctly
  • DATA CENTER

  • Configure - FortiGate, VLANS, SSL's, VPN's, Security, Server Clusters, Backups
  • Troubleshot - Security, Connectivity, VPN's Performance, Server Crashes
  • CITRIX

  • Configure - NetScaler, Remote App, Remote desktop, VDI, Security
  • Troubleshoot - Connectivity, Performance, Reliability
  • Configure - Hosts, Virtual Machines, Resources, Networking, Security
  • Troubleshoot - Connectivity, Performance, Resources
  • SAN

  • Configure - Switches, Networking, SAN Setup & Security, Resources, Backup
  • Troubleshoot - Connectivity, Performance, Security, Reliability
  • Routing and Remote Access

  • Configure - Remote Desktop Gateway, VPN, Remote Desktop Services, Request and Install SSL Certs
  • Troubleshoot - Connectivity, Performance, Security, SSL
  • SQL

  • Configure - Installation, Security, Resources, Accessibility, Backups, Maintenance
  • Troubleshoot - Connectivity, Performance, Security, 3rd party connectivity
  • Tenant creation, management, setup, migrations and provide troubleshooting as needed for Clients and L1/2 technicians.

  • Responsible to:

    Manager of Service and Operations

    Responsible for:

    Supporting Technicians Level 1 (Help Desk) and level 2

    Qualities we look for:

  • Proactive with strong problem-solving skills
  • Strong interpersonal, analytical and organizational skills
  • Strong written and verbal communication with effective client follow up skills.
  • A determination to achieve and succeed
  • Team orientated player
  • Ability to multitask
  • The willingness to listen to feedback and use it to improve

  • Requirements:

  • Excellent hardware and software troubleshooting abilities.
  • Excellent communications/customer relationship skills
  • Advanced knowledge of desktop operating systems
  • Advanced knowledge of Microsoft Office applications
  • Advanced knowledge of networked workstation and server configurations
  • Advanced knowledge in Routers and Network Switches configurations
  • Excellent organizational skills
  • 5+ years of server/desktop/networking experience
  • Previous experience working in an MSP a plus
  • A+, Network +, Security+, MCSE, MCITP, MSCA, CCNA or equivalent a plus
  • Consultant: Rostie & Associates Inc.