SUPPORT TECHNICIAN – TIER I/TIER II – Digital Nova Scotia – Leading Digital Industry

SUPPORT TECHNICIAN – TIER I/TIER II

The Support Technician (ST) will provide remote and/or on-site technical support to end users in a desktop, server and infrastructure environment. Accountabilities include support, installation, design, or testing of client PC/Server hardware and software with the ability to assist with network deployments, as required.

The ST will respond to questions about functionality on the use of existing business applications or network infrastructure, troubleshoot problems, determine and resolve the root cause to prevent re occurrence. In addition, they will research and identify potential system problems and debugs or ‘fixes’ to prevent the problem from occurring in the first place.

The ST may monitor production processing and application availability, licensing, etc.; Manage system performance and resolve capacity and security issues; and forecasting and planning additional Infrastructure, as required.

If you are a self-starter who thrives under pressure and has a strong ability to multi-task and handle changing priorities in a fast-paced environment, then we want to hear from you!

So that you know what to expect on any given day, you’ll be doing one or all of these things:

  • Monitoring incoming support requests through Autotask ticketing system, emails and telephone.
  • Providing remote IT support to clients by using remote management software like TeamViewer, Autotask RMM; within response rate time of 3 hours.
  • Troubleshooting H/W and S/W problems associated with, but not exclusive to, network connectivity, printers, scanners, laptops, mobiles, VOIP phones, IP camera, VPN, port forwarding,
  • Windows servers, Terminal server, Azure servers, Hybrid O365/AD on-prem server deployments, Exchange server and Exchange online.
  • Administering customer Google for Work accounts and Microsoft 365 accounts (adding new emails, passwords resets, etc.) and Unifi Wireless Network Management.
  • Creating users, groups, email, assigning licenses and memberships to users as required.
  • Emergency onsite calls.
  • Documenting error solutions with clarity and precise attention to detail because you not just solving issues for one person, your solving them for everyone who runs into the same issue.
  • Administering server preventative maintenance program.
  • Maintaining, monitoring and installing security software.
  • Attending company and client meetings as required.
  • Performing any other duties as assigned.

The qualifications or skills we would like you to bring to the position include:

  • Excellent diagnostic, problem solving, verbal and written communication skills while looking to positively impact client interaction with exceptional customer service.
  • Outstanding organizational and time management skills.
  • Intermediate working knowledge of:
    • Office 365 Admin.
    • Syncing Azure AD.
    • Windows server software.
    • Internet services, and small business networking.
    • Data backup and disaster recovery.
  • Ability to configure and build hardware including servers.
  • A+ (or other applicable) Certification..
  • Exam MS-100: Microsoft 365 Identity and Services (within six months).
  • Exam MS-101: Microsoft 365 Mobility and Security (within six months).
  • Mobile Telephone.
  • Own a vehicle with Class 7 insurance (or the ability to secure the necessary insurance) for business purposes.
  • Class 5 driver’s license.

The above statements reflect the general details considered necessary to describe functions of the job and shall not be construed as a detailed description of all work requirements that may be inherent in the job.