Senior IT Infrastructure & Escalation Specialist — Remote

OKTO Solutions; Trois-Rivières; Hybrid; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible remote work policy

Office in Trois-Rivières

Competitive salary

Job summary

OKTO Solutions is seeking a Level 3 IT Specialist to oversee client server and network environments, ensuring operation, stability, and performance of critical infrastructure. You will handle the most complex incidents and act as the final escalation point for levels 1 and 2.

You will work closely with clients’ IT teams to understand needs, propose improvements in performance, security and reliability, and contribute to OKTO Solutions’ MSP standards and best practices.

Qualifications

• DEC or AEC in a relevant field, or equivalent experience.
• 3 to 5+ years of relevant experience in information technology.
• Minimum 2 years as a level 3 technician or junior systems administrator.
• Solid experience deploying, configuring and managing: Active Directory; LAN and WAN environments; Firewalls; Microsoft 365 and Exchange; Windows Server; Cloud and virtualised environments; Network protocols and services.
• Experience with Cisco, Dell and Fortinet equipment.
• Excellent hardware and software troubleshooting skills.
• Availability for occasional travel and for the on-call rotation.

Responsibilities

• Ensuring the operation, stability, and performance of clients' server and network environments.
• Proactively identify risks, capacity issues and potential vulnerabilities.
• Work in critical and complex environments.
• Work closely with clients' IT teams.
• Understand their business and technical needs.
• Ensuring a smooth integration of OKTO Solutions services.
• Manage and prioritize complex tickets based on impact and urgency.
• Act as the advanced escalation point for levels 1 and 2.
• Ensuring efficient and lasting incident resolution.
• Take part in the on-call rotation for critical incidents.
• Work remotely or occasionally on-site, outside business hours, when required.
• Propose and implement improvements in performance, security and reliability.
• Contribute to standardization and MSP best practices.
• Take part in IT growth and modernization projects.
• Maintain clear, up-to-date and usable technical documentation.
• Document configurations, procedures and architectures.
• Contribute to the continuous improvement of internal processes.

Skills

Active Directory

Windows Server

Microsoft 365

Networking

Firewalls

Troubleshooting

Networking protocols

Education

DEC or AEC in a relevant field

Tools

NinjaOne

HaloPSA

PowerShell

Job description

OKTO Solutions is seeking a Level 3 IT Specialist to oversee client server and network environments, ensuring operation, stability, and performance of critical infrastructure. You will handle the most complex incidents and act as the final escalation point for levels 1 and 2.

You will work closely with clients’ IT teams to understand needs, propose improvements in performance, security and reliability, and contribute to OKTO Solutions’ MSP standards and best practices.