We are currently hiring a seasoned Systems and Network (Tier 3 Technician) to join one of our reputable clients, a thriving IT Managed Service Provider. This is an onsite role based out of Hamilton, ON.
Must Haves:

• Five or more years of MSP experience required
• Eight or more years of IT or related experience
• Knowledge of industry applications, processes, software and equipment (ConnectWise, LionGuard, Kaseya, etc.)
• Advanced working knowledge of Windows Server 2012, 2016 and 2019
• Experience administering MS Exchange servers
• Experience in virtualization
• Advanced experience designing, programming and installing network equipment such as firewalls, switches and wireless access points (Watchguard experience is a plus)
• Strong organizational, presentation and customer service skills
• Excellent communications skills and active listening skills
• Ability to multi-task, adapt to changes quickly, and identify new priorities as they arise
• Professional IT Certifications
• Ability to work in and build client environments.
• Valid driver's license and passport
  

Responsibilities:

• Resolve Service Tickets within SLA
• Complete Project Tickets as Assigned
• Timely & Accurate Ticket Entry
• Client Satisfaction
• Provide Content for SOP's
• On-Call Per Schedule
  
• Troubleshoot up to Tier 3 Service Tickets, resolve escalations received from Tier 1 and Tier 2 and escalate tickets in accordance with client standards regarding escalation rules
• Complete Project tickets as assigned and adhere to the schedule set forth for the project by the Project Coordinator
• Be a Subject Matter Expert on client tools and applications and provide internal IT support and direction for the company
• Commit to building a culture surrounded by client's Core Values by exemplifying them in your behavior and encouraging your team to do the same
• Continually seek opportunities to increase customer satisfaction and deepen client relationships throughout all client interactions
• Communicate and relate with clients—have the ability to speak to non-technical end users in a constructive manner
• Handle all information, whether written or verbal, in a confidential and professional manner
• Ensure that risks are communicated, as identified
• Contribute technical knowledge to process documentation, update as processes are improved
• Great writing skills for end-user communication as well as documentation
• Ability to follow written processes and understand basic troubleshooting (cause/effect, following the chain) when there is no process
• Complete training, as assigned, on new tools introduced to the environment