Senior IT Technician

Job Type Full-time

The Role
Venture is currently seeking a Level 2 IT Support technician to join our growing team. You will be primarily responsible for providing second level onsite and remote support to clients, ensuring delivery of client services. The ideal candidate has MSP experience in hardware and software support and is looking to grow with an IT company to develop their technical skill set.

Roles & Responsibilities

Act as an escalated point of contact for Ventures client service requests via email, phone calls, and tickets.

Act as the initial point of contact for VIP and executive level client requests via email, phone calls, and tickets.

Provide level 2 desktop support on Windows, MacOS, and iOS devices

Troubleshoot and diagnose basic to intermediate server issues on Windows Server 2016+

Monitor, identify and resolve potential mail delivery issues through Microsoft ATP, Mimecast, and CheckPoint Harmony

Troubleshoot and diagnose basic to intermediate networking issues on Unifi, Cisco, and Meraki devices

Identify, diagnose and repair hardware issues; service printers, mobile phones, desktops, and laptops

Work with SOC to remediate basic security incidents and threats

Assist in deploying server and networking infrastructure

Engage in advanced troubleshooting to tackle complex technical issues

Assist in maintaining Ventures technical support knowledge base

User account & device management in Active Directory and Entra ID (Azure AD)

Perform basic changes and troubleshooting in Microsoft 365 environments

Configure and deploy workstations, mobile devices, and printers

Support Level 3 resources in projects and initiatives

Mentor and guide L1 resources with their escalations and inquiries

Actively develop and maintain client relationships through exceptional customer service

Participate in an afterhours standby rotation

Perform additional tasks based on business needs

Qualifications & Skills

Strong technical aptitude with the ability to quickly learn the clients IT environment

Must be willing to travel within GTA; must have own vehicle and valid drivers license

Ability to lift 30 - 50lbs

Ability to work with non-technical users - simplifying complex information

Willingness to work overtime when required

Must be able to handle tight deadlines in a fast-paced environment

3+ years of experience with ConnectWise or a similar CRM ticket system

3+ years of experience in a service desk role providing IT support and troubleshooting - hardware and software

Nice to Have

CompTIA Server+, Network+, or other relevant industry certifications