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Benefits

Coffee

Coffee

Company discounts

Company discounts

Competitive salary

Competitive salary

Dental insurance

Dental insurance

Disability insurance

Disability insurance

Employee referral bonus

Employee referral bonus

Free parking

Free parking

Life insurance

Life insurance

Medical and paramedical expenses coverage

Medical and paramedical expenses coverage

On-going training Training, coaching and mentoring within a stimulating work environment

On-going training

Training, coaching and mentoring within a stimulating work environment

Social activities organized by the company

Social activities organized by the company

Travel insurance

Travel insurance

Years of service recognition

Years of service recognition

Description

OVERVIEW
The position is recognized for advanced technical expertise, in-depth understanding of computing environments (infrastructure, servers, workstations and peripherals), and possess exceptional client management skills. They work with the Sales and Technical teams in order to provide proper implementation of the N-Central RMAR system, and deliver full functionality and reporting to our clients. This position is responsible to also assist other staff members in resolving daily issues for the MicroAge Clients.

PRIMARY RESPONSIBILITIES:

  • Perform full implementation of the entire MicroAge Managed Services Portfolio using the N-Central Remote Monitoring and Management system
  • Perform proactive and maintenance services, and deliver reporting, for each of the Managed Service clients
  • Perform intermediate-to-advanced break-fix services on servers and network printers (Level -2 incidents)
  • Perform intermediate-to-advanced technical interventions, root cause analysis and provide escalation for all server related incidents (Level- 2)
  • Perform intermediate technical interventions and root cause analysis for network infrastructure, entry-level SAN / NAS, data back-up and restore and email related incidents (Level- 3)
  • Perform basic scripting functions in Microsoft Active Directory (login scripts, GPO settings) to optimize customer environments. Work with Microsoft Deployment Toolkit for image creation, deployment and maintenance of customer standardized images
  • In aliition to the required Runbook, document the client’s IT environment
  • Manage service incidents requiring escalation and / or on-site intervention
  • Enter updates directly into the MicroAge Ticketing System (start/end times, work performed details) immediately after completing each intervention
  • Insure proper functioning of the systems in place, and safeguard both the merchandise and the confidential nature of the information stored on the equipment
  • Interface effectively with the client during service interventions and maintain the highest degree of customer satisfaction
  • Thorough knowledge of the warranty policies and escalation procedures of the various manufacturers supported
  • Have thorough understanding of the MicroAge Service Portfolio, and maintain an in-depth understanding of client operations and business needs in order to assist the Sales and Contractual teams in identifying new opportunities for aliitional services
  • Stay abreast of new technologies, participate in MicroAge sponsored training initiatives, maintain personal certification requirements, and obtain manufacturer certifications relating to the work environment as required by Management
  • Adhere to the procedures and escalation processes as defined by Management.
Read more

Work environment

Requested skills

MINIMUM REQUIREMENTS
  • College diploma in the field of IT or equivalent technical certificate
  • Fully bilingual, written and spoken (French & English)
  • Punctual, analytical and possess excellent communication skills and business acumen
  • Technical proficiencies outlined below must be accompanied by five or more (5+) years of related experience:
  • Advanced knowledge and experience in administering and troubleshooting of PC and print environments including network connectivity
  •  Advanced knowledge and experience in administering and troubleshooting Microsoft Windows XP/Vista/7/8/10 environments
  • Advanced knowledge, operational proficiency and troubleshooting ability of standard business applications such as Microsoft Office Suite 2003-2016, Outlook 2003-2016/ Notes R8 & R9, Lync 2010/2016, Internet Explorer (all versions), Google Chrome (all versions), Firefox (all       versions), iTunes, Adobe PDF Reader and Writer, Antivirus software; Bit Defender, MacAfee, Symantec, TrendMicro, WinZip, Active X, Java etc.
  •  Advanced knowledge and experience in diagnostics and troubleshooting of hardware: PC (Dell, HP, Lenovo), laptops (Dell, HP, Lenovo, Toshiba), printers (Fujitsu, HP, Kyocera, Lexmark, Xerox) and servers (Dell, HP, IBM, Lenovo)
  •  Intermediate-to-advanced knowledge and experience in administering and troubleshooting Microsoft Windows Server 2003/2008/2012/2016 environments, Exchange Server 2007/2010/2013/2016 and Active Directory fundamentals
  • Intermediate-to-advanced knowledge and experience in the implementation and support of SMB internetworking infrastructure: LAN, WAN and wireless appliances,
  • Intermediate-to-advanced knowledge and experience in the implementation and support of data back-up and restore technologies
  •  Advanced knowledge and experience on Remote Management tools: N-Central, TeamViewer, LogMeIn, Screen Connect, GoToAssist, GoToMeeting and Microsoft Lync
  •  Advanced knowledge and experience using Microsoft Deployment Toolkit, Ghost Multicast Server and Quest / Dell MSI Studio imaging tools
  • Good knowledge of firewall concepts and functionality, switch configurations and networking methodologies
  • Good knowledge of entry and mid-level NAS/SAN devices and overall functionality
  • Base certifications required: CompTIA A+, CompTIA Server+, CompTIA Network+, CompTIA Security+

Requirements

Level of education

College

Diploma

DEC
Completed

Work experience (years)

6-9 years

Written languages

Fr : Intermediate
En : Intermediate

Spoken languages

Fr : Intermediate
En : Intermediate