Senior Projects Technician &
Level 3 IT Support Help Desk

“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 Toronto’s leading Canadian IT consulting firm. Our entire technical support team is hand-picked and 100% Canadian.

Our tech support team delivers industry leading Toronto leading IT consulting including Managed IT Services, Managed Security Services, IT Support Services, IT Outsourcing Services, Tech Support Services, Cloud Services, Business continuity and disaster recovery (BCDR), Cyber Security Training and Dark Web Monitoring.

Who Are Our Clients?

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

Who Are We Looking For?

365 iT SOLUTIONS is looking for our next superstar. We have been in hyper-growth mode and we want the right person to join our tech support services team. We are not just looking for any person, we are looking for a new Senior Projects Technician & Level 3 IT Support Help Desk team member to assist with complicated issues as well as work on projects. 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.

Our new Level 3 Senior IT Support Help Desk & Projects Technician fire fighter will join us as a full-time employee with a 3-month probation. This is a fast-paced environment and not for the faint of heart. Everyday brings on a new challenge.

365 iT SOLUTIONS is looking to hire a Technical Lead to oversee and be the “Go to person” for various escalations, support and advice.

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

About the position

What Are the Responsibilities?

Support the Project Management team and perform level 3 tech support as first point of escalation for the team on complex issues
Assist the project management team with creating IT proposals and plans
Work alongside the Project Team, Service Desk, and Sales team as the Technical Lead managing day to day activities
Help the Project Management and IT support service by monitoring and managing daily workload
Continue to help company culture by motivating, coaching, and developing the team to deliver a first class service
Work directly with clients regarding post sales requirements, escalations, delivery, as well as review on-going technical service reviews
Ability to quickly jump in as the Technical Lead to assist the Project Management Team and IT Service Desk to ensure tasks are being completed in a timely and accurate manner while working within the ITIL framework
Use experience at meeting long and short-term business goals and objectives
Ensure various KPI’s and SLA’s are met to ensure client satisfaction
Ability to act as a point of escalation for service related issues and then reviewing and implementing revised procedures to reduce the risk of a similar type of escalation
Ability to design and maintain accurate process documentation
Work with Project Managers within defined timelines and ensure technical requirements are met
Ensure all Managed Service are delivered on time and in accordance with company expectations
Investigating and documenting security incidents
Suggesting and implementing security practices
Configuring and troubleshooting networking components such as firewalls and switches
Managing from backups restores of entire machines and/or files and folders
Follow detailed IT project specifications including the assembly, imaging, and configuration of client systems and servers
Perform proactive remote and onsite tech support troubleshooting of hardware, software and networking issues for various clients
Proactively monitor central corporate ticketing system to ensure timely resolution of issues to all client tech support issues within service-level agreement (SLA Agreement)
Document any and all changes to client environments while always maintaining industry “Best Practices” within all client sites
Evaluate and create new and/or follow existing checklists to ensure a consistent result for routine and common tasks
Planning of mass deployments upgrading/installing software, hardware, implementing file backups, and configuring systems and application
Access industry resources including software updates, drivers, knowledge bases and FAQ resources to aid in tech support resolutions
Leverage front-line client experience to identify sales opportunities
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
This position is 75% based on project management services and 25% based on help desk support operations.

What Are the Requirements?

5+ years experience working in IT and/or a managed IT services provider (MSP)
Be proactive in nature, identifying problems in advance and looking for continuous service improvement opportunities
Ability to multi-task multiple clients and team members under tight deadlines
Ability to conduct research into a wide range of computing issues is required
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to absorb and retain information quickly
Possess exceptional customer service orientation
Possess and demonstrate excellent verbal and written communication skills
Possess and demonstrate excellent interpersonal skills is a must as this is a customer-facing role
Proven technical, analytical and problem-solving skills
Highly self-motivated and directed with a passion for technology and I.T.
Post-secondary education in Computer Science / Information Technology
Obtained industry certifications such as Cisco, Microsoft, and CompTIA
Must achieve an industry certification within 6 months of employment

What Are the Technical Requirements?

Experience with RMM Software
Experience with PowerShell
Strong understanding of networking concepts
Experience with Microsoft Exchange, Microsoft 365, Gmail, and other emailing apps
Demonstrable experience with installing, configuring, administering and troubleshooting Microsoft Windows Server 2003 / 2008 / 2012 / 2016 / 2019 including Active Directory
Experience with installing, configuring, administering and troubleshooting Linux
Demonstrable experience with networking concepts including TCP/IP, OSI model, routing, switching, VLANs, subnetting, super subnetting and other networking concepts
Demonstrable experience with networking hardware including Cisco, SonicWALL, routers, Next Generation (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 an assortment 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 with cloud service platforms including as Private Cloud, Azure, and Amazon Web Services (AWS)
Experience with installing, configuring, administering and troubleshooting a wide range of desktop hardware and software (Windows XP, Windows 7, Windows 8, Windows 10) as well as Apple OS X
Experience with using Microsoft Office Suite including 2007, 2010, 2013, 2016 and 2019
Experience with troubleshooting printers, scanner and various other peripherals
Experience with troubleshooting and supporting mobile devices iPhone, iPad, Android and Blackberry