Tier 2 IT Specialist (Managed Services Experience Needed)

Tier 2 IT Specialist (Managed Services Experience Needed)
Scarborough, Ontario

Our client, a growing Managed Service Provider, that specializes in servicing Corporate and Educational Clients across the GTA, is looking to add to their rapidly growing Service Desk Team, by adding a Level 2 Support Technician.

This position will entail providing Level 1 and Level 2 Support to current customers, as well as occasional on-site support, ensuring the best customer service experience, every time.

Currently, this opportunity will be located in Scarborough, with the potential of a new office being located in Markham (10 minute drive away from their current location).

Responsibilities:

  • Diagnosing and resolving client IT issues within the allocated SLA
  • Excellent documentation of on-going and resolved tickets
  • Level 1 and 2 support of general software, such as: Office 365, Office 2010-2019 (mainly Outlook), WebEx, Skype, Printer Applications, and G Suite
  • Supporting customers on application support through remote support tools, such as: Citrix and RDS
  • Xerox and HP printer hardware diagnostics and repairs
  • Go-to between the Level 3/System Administration Team and the Level 1 Team
  • Identify opportunities to improve Level 1 and Level 2 processes and procedures
  • Trouble shooting Exchange, Active Directory, File Servers, Print Servers, VPN and VOIP
  • Trouble shooting Switches, Routers, Firewalls, and Access Points

Requirements:

  • 5+ years experience in a Service Desk Environment, specifically working for a Managed Service Provider(s)
  • Multi-task and prioritize tickets in order of SLAs and importance/level of severity
  • Valid Driver’s License and Vehicle, as there will be occasional client on-site visits (which you will be compensated for)
  • Ability to help non-technical users understand technical issues and how they can or cannot be resolved
  • Industry Certifications such as A+, ITIL, Windows 10 MCSA, ACMT, and ACiT or other would be preferred
  • Ability to service/support iOS and MacOS users would be a strong asset

What’s In It For You:

  • Tight-knit group amid expansion mode
  • Learn from a great senior technical leadership team
  • Snack panty
  • Fast-paced, but fun working environment
  • Work-Life Balance is a strong point for this team
  • Competitive Salary, Benefits, and Profit-Sharing

Interested candidates are encouraged to send their resume to kshettima@pmcerecruitment.ca

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