Technology Support Specialist, Level 3

AboutCorporate Networks:

A Fort McMurray, Alberta based company that provides end-to-end information technology solutions to K-12, SMB and the enterprise sector. Since 1985, we have built our company on the culture and its core values with the purpose of adding value to the lives of our staff and clients. Corporate Networks strives to build long-term partnerships, not just transactional relationships with the people and companies we work with. Along with providing Managed Services and Surric Cloud solutions for clients IT needs, we build our partnerships by first understanding the clients business needs to design, deploy and support technology infrastructure.

General Description & Primary Role

As a Technical Support Specialist with Corporate Networks, you will be providing comprehensive end to end IT Services to our technology partners. This position has a great opportunity for individuals that want to grow with the company. Your success will be dependent on your willingness to learn, take on new challenges and to be an innovative problem solver. As a Technical Support Specialist, you will be responsible for all aspects of technology implementation, maintenance and support as required. Along with having exceptional communication and interpersonal skills, this position requires strong analytical, troubleshooting and problem-solving skills with ability to work independently and team collaboration.

Corporate Networks has offices in Fort McMurray and Edmonton, applicants must be able to work at once of these locations.

Responsibilities by Function

Customer Service

• Present the company in a way that represents the companys purpose, core values and culture
• Working with clients to ensure their technical issues are resolved and business needs are met
• User experience and managing expectation through empathy and professional communication for great customer service is the prime directive

Technical Support

• Perform day to day support of Apple and Windows platform, including workstation and server operating system, policies management and administration.
• Installation, configuration and maintenance of systems hardware and software and related infrastructure
• Resolve technical problems with the deployed technology infrastructure and solutions
• Troubleshooting and creative problem solving
• Create and maintain documentation such as technical procedures, user guides and configurations.
• Plan projects and oversee it to completion
• Perform other related duties as assigned

Research and Development

• Continuously learning and improving proactive management of infrastructure
• Research and recommend solutions to meet the business needs and challenges
• Plan, design and implement solutions based on customer needs and objectives
• Assess which products provide best value and provide recommendations
• Strong analytical and planning skills

Knowledge and Skill Requirements:

• Commitment to companys vision, purpose and core values
• Humble, Hungry and high Emotional Intelligence
• Exceptional interpersonal skills and ability to build relationships with staff and clients
• Strong organizational and customer service skills.
• Ability to teach and mentor others
• Project planning and management
• Self-motivated with the ability to work in a fast-moving environment.
• High energy and exceptional analytical skills.
• Solid understanding of technology infrastructure and its management
• Experience with Apple and windows workstation and server environment
• Ability to establish and accomplish goals with limited direct supervision
• Strong verbal and written communication skills

Education and Experience Requirements:

General:

• Bachelors Degree in computer science or related education
• Experience working in a Managed Services environment
• 5-7 years of technical hands-on experience required
• Experience with creating Documentation and SOPs
• Industry certifications in desktop, server, network, Azure cloud support and/or management

Primary:

• Windows Server group policies / administration
• Experience with Windows RMM tool (Ninja)
• Scripting Experience with Powershell, Bash, Python
• Experience in Implementing and troubleshooting Citrix DaaS
• Experience in implementing and supporting Microsoft Azure environment
• Troubleshooting application performance and latency
• Email security (Proofpoint and Avanan)

Secondary:

• Experienced in designing and supporting Cisco Meraki networks and firewalls
• Experience in Network Designing
• Google Education workspace experience
• Experience with ConnectWise PSA / ERP
• Apple Server group policies / administration
• Experienced with Apple RMM tool (JAMF)

Compensation and Benefits:

• Competitive salary based on experience and qualifications
• Health, vision, and dental benefits included.
• Performance based incentives.
• Great opportunity for advancement.

Please note that Corporate Networks is primarily located in Fort McMurray, preference will be given to local applicants available to work in Fort McMurray or Edmonton.