IT Support Specialist - Tier 2
About The Position
This is primarily a remote position in Castlegar, BC (or closely surrounding areas). Although you won't be in the office, you will be required to provide onsite support to our customers across the Kootenay region on an as-needed basis. When you are not onsite, you will be remotely assisting our clients across BC. You'll be providing IT support for a variety of technical issues across our wide customer base - with a focus on Microsoft's application stack, and various line of business applications. This will include a mix of desktop, server, and networking support. We are a cloud-first shop, and you'll be working with a variety of cloud based and virtualization technologies. Previous experience with an MSP would be a strong asset, alongside experience using MSP tools such as RMM & PSA, AV & MDR, backup solutions, etc. Our team typically works Monday to Friday, with flexible start times. Overtime and travel may be required when visiting clients during the week. This position is also expected to be a member of our on-call rotation. Customer service is the number one priority. The successful candidate will be expected to answer incoming calls and place multiple calls to clients when responding to tickets throughout the day. Impeccable record keeping, attention to detail and documentation are the keys to success.
Requirements
- A minimum of 3-5 years of IT support experience in an MSP (or similar support role)
- BCIT diploma or degree in Computing & Information Technology (TSP, NAT), or equivalent level of industry certifications & work experience
- Exceptional desktop support and troubleshooting skills - Windows OS
- Exceptional customer service and communication skills (written and verbal)
- Experience working with Microsoft 365 Admin Centres (Exchange, Security, Azure)
- Sound experience using Active Directory, Azure AD Connect, and Group Policy
- Understanding of basic networking and remote access concepts (WAN/LAN, DHCP, DNS, VPN, etc)
- Experience working with network switches, firewalls, wireless access points and configuring VLANs
- Windows Server troubleshooting experience
- Understanding of backup and disaster recovery, and virtualization technologies
- Clean driving record and valid Class 5 BC license
Nice To Haves
- Experience with hosted phone systems (ie. RingCentral)
- Thorough firewall / network security knowledge
- Strong Virtualization experience
- Microsoft Certifications (ie. MCSA, Microsoft 365 Administrator, Microsoft Azure Administrator, etc)
- Networking Certifications (ie. CCNA, CompTIA Network+, etc)
Responsibilities
- Provide onsite support to customers across the Kootenay region on an as-needed basis.
- Remotely assist clients across BC when not onsite.
- Provide IT support for a variety of technical issues across a wide customer base, focusing on Microsoft's application stack and various line of business applications.
- Handle a mix of desktop, server, and networking support.
- Work with a variety of cloud-based and virtualization technologies.
- Answer incoming calls and place multiple calls to clients when responding to tickets.
- Maintain impeccable record keeping, attention to detail, and documentation.
Benefits
- An internal peer recognition program
- Vacation time + sick days
- Full medical and dental benefits, including 100% prescription drug coverage
- RRSP contribution matching
- Annual cost-of-living salary adjustment, pegged to inflation
- An iPhone for business & personal use
- Business/Casual dress code + optional branded shirts/jackets supplied
- Kitchen stocked with premium coffee, premium espresso machine, pop, and a variety of snacks
- Your choice of cake on your birthday!
- Reimbursement for training and certification courses
- Paid employee referral bonuses
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
