Senior Support Services Technician

ID Fusion Software; Winnipeg; On-site; CAD 60,000 - 75,000; Full time

Job summary

A Manitoba-based IT support firm is seeking a Senior Support Services Technician with a passion for helping people to provide IT support to clients onsite and remotely. Candidates should have at least 5 years of experience in a tier 2 support role, exceptional customer service skills, and CompTIA A+ certification. The role involves troubleshooting hardware, software, and network issues, and maintaining IT infrastructure for internal staff. Willingness to travel within Manitoba is required.

Benefits

Travel expenses paid by employer

Employment equity opportunities

Qualifications

• Minimum 5+ years experience in IT support role as a Tier 2 Technician.
• Thorough knowledge of Active Directory management and troubleshooting.
• Experience configuring and troubleshooting VPN connections.

Responsibilities

• Provide IT support to clients onsite and remotely.
• Maintain and support internal staff and IT infrastructure.

Skills

Exceptional customer service skills

Experience with desktop and server operating systems

Knowledge of standard network protocols

Strong communication skills

Troubleshoot high-level issues with Windows

Education

CompTIA A+ certification

Tools

Microsoft 365 administration

IT Ticketing systems

Job description

Overview

ID Fusion is looking to hire a Senior Support Services Technician to join our team. Do you want to work for a company that focuses on values, to both their clients and employees? A company that believes healthy, productive, and engaged employees drive organizational performance and success? Do you have a passion for helping people? When asked, are you the “Go To” for your friends and families’ technical support issues? Do you enjoy the challenge of troubleshooting and resolving IT issues? If this sounds like you, we\'d love to meet with you!

The Technical Support Representative will support multiple clients both onsite and remotely. Their prime responsibility is to provide our clients with IT Support to quickly resolve their hardware, software, server, and network issues and provide them with the level of service they expect. The Technical Support Representative is also responsible for supporting and maintaining our internal staff and IT infrastructure.

Responsibilities

• Provide IT support to clients onsite and remotely to resolve hardware, software, server, and network issues
• Maintain and support internal staff and IT infrastructure

Qualifications

• Exceptional customer service skills, treating customers how they want to be treated
• At least 5+ years experience in an IT support role as a Tier 2 Technician
• High-level experience with desktop and server operating systems in Small Business environments
• Proven experience in monitoring system reliability and improving performance
• Thorough knowledge of Active Directory, management and troubleshooting
• Knowledge of standard network protocols (DNS, DHCP, NTP, SSH) and TCP/IP
• Experience with the configuration of networking infrastructure such as VLANs, VPNs and firewalls
• Experience configuring and troubleshooting VPN connections and other remote access solutions
• Ability to troubleshoot high-level issues with Windows 10 through 11
• Server support both physical and virtual
• Must have CompTIA A+ certification
• Highly experience with Microsoft 365 administration and support
• Familiar with IT Ticketing systems and service level management
• Experience and knowledge in domains and hosting
• Strong documentation skills
• Strong communication skills – written and oral

Desired Personal Attributes

• Highly self-motivated and directed
• Ability to work with minimal supervision and show results
• Takes ownership and never gives up
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and multitask in a high-pressure environment
• Exceptional customer service and communication skills
• Team player with outstanding interpersonal skills
• Excellent time management and organization skills
• Great listener with a high level of patience
• Willingness to obtain required certifications to perform job functions if required

Other Qualifications

Transportation - Must have own transportation; willing to travel regularly throughout Manitoba; valid driver's license; travel expenses paid by employer

ID Fusion is proud to be a Manitoba Indigenous owned and operated company. Employment Equity is a factor in selection. Applicants are requested to indicate in their covering letter or resumé if they are from any of the following groups: Women, Indigenous Peoples, Visible Minorities and Persons with a Disability.