Advanced Technical Support Lead L3 - Jobs in Calgary, AB

Job Description

Company descriptionWe are an IT Solutions provider founded in 2003. After several years of happy clients and positive referrals, We have grown to serve a number of clients in the Calgary and surrounding area. At WiseTech, we strive to be your first point of contact for all of your IT needs. For this reason, we offer a full line up of solutions ranging from Hardware and Software support, to Voice over IP communications.Job descriptionWhat Are the ResponsibilitiesAssemble, image and configure workstations, laptops and servers according to client IT project specifications and detailsPerform remote and onsite troubleshooting of hardware, software and networking issues for various clientsPerform level 2 tech support fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applicationMonitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.Document any and all changes to client environments as well as applying the latest industry “Best Practices”Create new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT management servicesProactively access software updates, drivers, knowledge bases and FAQ resources on the Internet/intranet to aid in client tech support problem resolutionLeverage front-line client experiences to identify sales opportunitiesAssist level 1&2 technicians with any tech support issues requiring assistanceOther duties as assigned as assigned by upper management.Typical business Hours are from 8AM – 6PM, Mon – Fri, with after hours work and on-call requiredWhat Are the RequirementsMinimum 5 years of experience with a managed IT services (MSP) providerAbility to multi-task is essential in a team environmentAbility to work under tight deadlines while managing multiple clientsAbility to conduct research into a wide range of tech support issues while assisting other technical support team membersAbility to effectively prioritize and execute tasks in a high-pressure environmentAbility to absorb and retain information quickly in a fast paced environmentExcellent customer service orientation as this is a customer-facing roleExcellent verbal and written communication and interpersonal skillsProven technical, analytical and problem-solving tech support skillsHighly self-motivated and directed with a passion for technology and I.T.Post-secondary education in Computer Science / Information TechnologyCertifications in Microsoft, Cisco and CompTIA would be considered a big assetMust achieve an industry certification within 6 months of employmentMust have a valid Alberta Drivers licenseWhat Are the Technical RequirementsProven experience working with Windows XP, Windows 7, Windows 8, Windows 10 as well as Apple OS X in a business environment.Proven experience working with Microsoft Office Suite including 2013, 2016 and 2019.Ability to install, configure, administer and troubleshoot a wide range of desktop hardware and software.Proven working experience with Remote Control Software such as RDC or ScreenConnectExperience with troubleshooting printers, scanner and various other peripheralsExperience with troubleshooting and supporting mobile devices iPhone, iPad, Android and BlackberryBasic understanding of PowerShellExperience with Microsoft Exchange, Office 365, Gmail and other emailing appsExperience with installing, configuring, administering and troubleshooting Microsoft Windows Server 2012 / 2016 and 2019 including Active DirectoryExperience with installing, configuring, administering and troubleshooting LinuxExperience with networking concepts including TCP/IP, OSI model, routing, switching, VLANs, subnetting, super subnetting and other networking conceptsExperience with networking hardware including Cisco, SonicWALL, routers, NG firewalls, switches and VPN appliancesExperience with an assortment of back-up hardware including tape drives, USB drives and Disk-to-disk systemsExperience with back-up software including Acronis, Datto, WSB, etc.Experience with RAID including various RAID controllers and general RAID knowledgeExperience with building, mounting, breaking, hot spare, RAID 0/1/5/6/10Experience with VoIP including FreePBX, Asterisk, Cisco UC, etc.Experience with virtualization platforms including VMware, Hyper-V and PROXMOXExperience with cloud platforms including as Azure and Amazon Web Services (AWS)What Would Be Some Bonus ItemsCertifications in Cisco, Microsoft and CompTIA would be a big assetExperience with Enterprise class Remote Monitoring and Management (RMM & PSA) toolsPrior experience with a Managed Services Provider (MSP)Expected start date: 2021-09-20Job Types: Full-time, PermanentSalary: $44,000.00-$50,000.00 per yearSchedule:

• 8 hour shift

Work remotely:

• No

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