System Administrator (2105)

Convergence Networks; Ottawa; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading managed service provider in North America seeks a System Administrator to join their Service Desk. The role involves responding to IT requests, troubleshooting technical issues, and supporting the development of Service Desk staff. Successful candidates will thrive in a fast-paced environment and contribute to improving service quality.

Benefits

Group benefits including medical, dental, and retirement plans

Training and certification reimbursement

Regular performance feedback and growth conversations

Teambuilding and company events throughout the year

Qualifications

• 3+ years in a relevant role (Network Administrator, Systems Administrator or Tier 2).
• Excellent troubleshooting skills with IT hardware and software.
• Experience in high-volume support environments.

Responsibilities

• Act as the primary escalation point for Service Desk.
• Maintain client network infrastructures and resolve tickets.
• Provide on-call support on a rotational basis.

Skills

Troubleshooting

Customer Service

Time Management

Problem Solving

Education

High School Diploma or Equivalent

Tools

Ticketing Systems

RMM Tools

Job description

MANAGED SERVICES - LEVEL 2 IT TECHNICAL SUPPORT

OTTAWA

Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.

Position Summary

The System Administrator is a Tier 2 technician who acts as a point of escalation for the Service Desk Administrator staff within our Service Teams. The System Administrator is a key part of our service experience by responding to and resolving incoming IT requests and alerts from our customers - over the phone, through email and in person when needed. The System Administrator position will spend the bulk of their time within service support’s daily operations working with a variety of business, technologies, applications and personalities to solve issues and tickets.

The System Administrator works closely with their Team Leader to create a training and feedback for the Service Desk Administrators, empowering them with the knowledge to grow professionally and increase their first call resolution percentage, and decrease ticket escalations. They also work closely with System Administrators on other support teams to ensure that only actionable tickets are hitting the support boards, and that those are resolved within an acceptable timeframe. This position operates at a very fast pace and must be comfortable handling high volumes of request tickets and phone calls. Success within this role is to work with peers, leaders and other departments to reduce the number of tickets generated daily and increase first call resolution.

WHAT DOES OUR SYSTEM ADMINISTRATOR DO?

• Act as the primary escalation point for our Service Desk Administrators, handling customer-facing service tickets that require a higher technical skillset, or simply more time than our service desk staff can provide.
• Responsible for maintenance tickets generated by client infrastructure, either resolving the tickets, or ensuring they are actionable before escalating them to a Tier 3 Network Administrator (NA).
• Responsible for the health, maintenance, and documentation of assigned client network infrastructures. Typical clients will be in the small to medium size and a high volume of variable priority and complexity of tickets (both incidents and pro-active maintenance), excluding projects, is to be expected.
• Handle overflow inbound call volume during busy times.
• Act as the on-call support on a rotational basis.
  
  

WHAT ARE THE QUALIFICATIONS DO I NEED TO HAVE?

• High school diploma or equivalent.
• 3+ years of relevant experience which may include Network Administrator, Systems Administrator, or Tier 2 (or similar) in a tiered environment.
• Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
• Previous experience providing onsite and remote/phone support in a fast paced, high-volume environment.
  
  

WHAT DO I NEED TO BE A SUCCESSFUL SYSTEM ADMINISTRATOR?

• Maintaining and supporting Windows servers including Server 2010, 2013, 2016, and Office 365 administration
• Familiarity with ticketing systems and RMM tools
• Windows 7, 8, 10, 11 operating systems and limited Mac desktop operating systems
• VPN remote implementation, troubleshooting, and problem resolution
• Active Directory and Group Policies
• Familiarity with Meraki, Ubiquiti, and Fortinet equipment
• Solid experience with Windows OS and common applications
• Good experience with networking and troubleshooting related issues
• Azure AD, Azure Backup Tools and Microsoft 365 stack
• Network, remote and onsite support; troubleshooting
• Knowledge and understanding of:
• Mail flow troubleshooting, TCP/IP and security best practices
• Backup and recovery software and methodologies within Datto, Veeam and Microsoft Azure
• Firewalls, networking/routing (switches, routers, etc.), and wireless configurations
• Personal skills and abilities:
• Top tier customer service including empathy
• Excellent communication (verbal and written in English; feedback, listening and comprehension), documentation (for all levels internally and externally), detail and time management skills
• Problem solving and troubleshooting
• Ability to build rapport and work productively with others (customers and teammates); ability to work independently; and ability to manage conflict and stressful situations
• Ability to successfully coach and educate Tier 1 technicians for growth
• Strong sense of initiative and ownership over work and ability to adapt focus and work as necessary. Ability to work effectively and complete assigned tasks with minimal supervision
  

WHAT QUALIFICATIONS WOULD REALLY HELP SET ME APART FROM OTHER APPLICANTS?

• High school diploma or equivalent.
• 3+ years of relevant experience which may include Network Administrator, Systems Administrator, or Tier 2 (or similar) in a tiered environment.
• Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
• Previous experience providing onsite and remote/phone support in a fast paced, high-volume environment.
  
  

WHAT IS THE WORK ENVIRONMENT LIKE?

• Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment (10-50 pounds) if working on-site.
• Position may require hours that exceed normal working hours per day during peak periods; on-call hours may include nights or weekends.
• Position requires contact with others - in meetings, by phone or by email. Interactions focus on data collection, problem solving, needs analysis and technical work. Interactions are initiated in person or electronically.
• Position may require some travel to customer sites with personal transportation.
  
  

WHY SHOULD YOU WORK HERE?

• Group benefits plans, including medical, dental, vision in US and health savings and dental in Canada, including retirement plans (401k and RRSP).
• We believe in personal and professional growth. We offer regular internal training opportunities, as well as training and certification reimbursement so we can help you grow.
• We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as have some fun (families are often included as well).
  
  

PERFECT FIT…

If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!

We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodation is available upon request for candidates taking part in all stages of the selection process.