Job Description:

Our client is seeking a technically skilled L1 IT Support Technician to provide first-line technical support. This role is hybrid with 2-3 days in office in Mississauga, ON. The ideal candidate has a solid understanding of IT support practices and is comfortable assisting end-users with basic networking, Windows Server and associated services, Hyper-V and VMWare Virtualization platforms, Active Directory, Group Policy Management, and other troubleshooting.

Key Responsibilities:

• Be the first point of contact for our clients - closing or escalating tickets in a timely manner
• Be a documentation wizard! Leaving detailed notes on requirements and solutions.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Provide suggestions for continual improvement
• Participate in after hours on call rotation

Qualifications:

• Experience in a technical support or help desk role at a Managed IT Services Provider or Value-Added Reseller
• Candidate must have a good understanding of network infrastructure services such as DHCP, DNS and NAT along with entry level knowledge in the following areas;

Windows Server and associated services including but not limited to:

1. File Services
2. Print Services
3. Application Services
4. Remote Desktop Services
5. Gateways and VPN connections
6. Exchange and Active Directory
7. New user account configuration
8. Group Policy administration and troubleshooting

• Administration and Troubleshooting installations
• Hyper-V and VMWare Virtualization platforms
• Managing and Maintaining Virtual Machines
• Drive expansion procedures
• Exceptional written and oral communication skills as well as interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

Education and Experience

• Experience in managed services (MSP) or value-added reseller (VAR) environment is a must have to apply
• College diploma or university degree in the field of computer science and 1+ years of solid IT help desk skills.
• Additional weight will be given to the candidate with the following:

ITIL Foundations certification is a benefit

Microsoft Network Infrastructure certifications is a benefit