Senior Technical Support Specialist to operate as the primary client facing representative to assist in analyze and resolving issues related to networks, w
S.i. Systems
Edmonton, AB-
Number of positions available : 1
- Salary To be discussed
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Permanent job
- Published on May 24th, 2024
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Starting date : 1 position to fill as soon as possible
Description
Our client is seeking a Senior Technical Support Specialist to operate as the primary client facing representative to assist in analyze and resolving issues related to networks, workstations, operating systems in a Microsoft environment from the perspective of a MSP.
Job Summary:
The Technical Specialist will play a critical role in working with diverse clients in analyzing and resolving technical issues related to servers, storage, workstations, backup systems, and network infrastructure. This role requires a keen eye for detail, strong problem-solving skills, and the ability to communicate effectively within an Managed Service Providers (MSPs) environment
Responsibilities:
- Analyze and resolve ticket issues involving servers, storage, workstations/laptops, backup systems, LAN/WAN infrastructure, routers, switches, firewalls, and operating systems using approved remote management tools.
- Engage with clients and MSPs to understand and address technical problems.
- Follow existing architecture guidelines to troubleshoot and resolve issues without creating new architectures.
- Provide excellent customer service, acting as a middleman between clients and technical teams.
- Assist with rework and ensure issues are thoroughly resolved.
- Support network infrastructures, including Active Directory, DNS, DHCP, file servers, group policy, user accounts, and network infrastructure monitoring.
Must Have:
- At least 10 years of experience in IT support.
- Minimum of 2 years of experience in a similar role working in a Managed Service Provider (MSP) environment.
- Proficiency in Microsoft products, including Microsoft 365, Entra, Teams, and Windows desktop and server operations and administration.
- Diagnosing and resolving network issues, including switches, routers, and firewall operations and administration.
- Network infrastructure support, such as Active Directory, DNS, DHCP, file servers, group policy, user accounts, and network infrastructure monitoring.
Nice to Have:
- Certifications in relevant technologies (e.g., Microsoft Certified: Azure Administrator, CompTIA Network+).
- Familiarity with additional remote management and monitoring tools.
- Experience with advanced network configurations and security protocols.
Requirements
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