Level 2 – Intermediate IT Support Help Desk Technician

“Technology changes daily and the 365 iT SOLUTIONS team has helped use the latest technology to ensure maximum network uptime. By using their proactive managed IT services, they have ensured that our network is secure and our employees have access to a team of technical support team in a prompt and effective manner.”

Who Are We?

365 iT SOLUTIONS is a Toronto’s leading full-service IT outsourcing firm for small- to medium-sized businesses. As a leading IT consulting firm in Toronto, our in-house Canadian team delivers industry leading Managed IT Services, IT Support Services, IT Outsourcing Services, Tech Support Services and Cloud Services.

Who Are Our Clients?

365 iT SOLUTIONS has an impressive client portfolio that consists of Toronto’s most elite and industry leading companies with international presence. They range from government agencies to private corporations covering a wide variety of industries including insurance, healthcare, financial, construction, manufacturing, nonprofit (charities) and professional services.

Who Are We Looking For?

365 iT SOLUTIONS is looking for the right person, not just any person to take on the new IT Support Services position. Our biggest asset is our team and they are committed to technology as it is a passion not a job.

Our next tech support team member super star will join us as a full-time employee with a 6-month probation.Our internal IT technical support team likes to play in sandbox environments testing new technologies for the fun of it.

We only use the best business class technology. No freeware or consumer grade products. We use Enterprise class remote monitoring and management (RMM) and professional services automation (PSA) tools to proactively manage our client environments 24/7/365 with international offices.

About the position

What Are the Responsibilities?

Assemble,image and configure workstations, laptops and serversaccording to client IT project specifications and details
Perform remote and onsitetroubleshooting of hardware, software and networking issues for various clients
Perform level 2 tech support fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and application
Monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.
Document any and all changes to client environments as well as applying the latest industry “Best Practices”
Create new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT management services
Proactively access software updates, drivers, knowledge bases and FAQ resources on the Internet/intranet to aid in client tech support problem resolution
Leverage front-line client experiencesto identify sales opportunities
Assist level 1 technicians with any tech support issues requiring assistance
Other duties as assigned as assigned by upper management.
Typical business Hours are from 8AM – 6PM, Mon – Fri, with after hours work and on-call required

What Are the Requirements?

5 – 15 years of experience with a managed IT services (MSP) provider
Ability to multi-task is essential in a team environment
Ability to work under tight deadlines while managing multiple clients
Ability to conduct research into a wide range oftech support issues while assisting other technical support team members
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to absorb and retain information quickly in a fast paced environment
Excellent customer service orientationas this is a customer-facing role
Excellent verbal and written communication and interpersonal skills
Proven technical, analytical and problem-solving tech support skills
Highly self-motivated and directed with a passion for technology and I.T.
Post-secondary education in Computer Science / Information Technology
Certifications in Microsoft, Cisco and CompTIA would be considered a big asset
Must achieve an industry certification within 6 months of employment

What Are the Technical Requirements?

Proven experience working with Windows XP, Windows 7, Windows 8, Windows 10 as well as Apple OS X in a business environment.
Proven experience working with Microsoft Office Suite including 2007, 2010, 2013 and 2016.
Ability to install, configure, administer and troubleshoot a wide range of desktop hardware and software.
Proven working experience with Remote Control Software such as LogMeIn and Remote Desktop Connection
Experience with troubleshooting printers, scanner and various other peripherals
Experience with troubleshooting and supporting mobile devices iPhone, iPad, Android and Blackberry
Basic understanding of PowerShell
Experience with Microsoft Exchange, Microsoft 365, Gmail and other emailing apps
Experience with installing, configuring, administering and troubleshooting Microsoft Windows Server 2003 / 2008 / 2012 / 2012 R2 including Active Directory
Experience with installing, configuring, administering and troubleshooting Linux
Experience with networking concepts including TCP/IP, OSI model, routing, switching, VLANs, subnetting, super subnetting and other networking concepts
Experience with networking hardware including Cisco, SonicWALL, routers, NG firewalls, switches and VPN appliances
Experience with an assortment of back-up hardware including tape drives, USB drives and Disk-to-disk systems
Experience with back-up software including Acronis, Datto, WSB, etc.
Experience with RAID including various RAID controllers and general RAID knowledge
Experience with building, mounting, breaking, hot spare, RAID 0/1/5/6/10
Experience with VoIP including FreePBX, Asterisk, Cisco UC, etc.
Experience with virtualization platforms including VMware and Hyper-V
Experience withcloud platforms including as Azure and Amazon Web Services (AWS)