Information Technology Support Specialist (Fortinet)

One of our clients is looking for It support specialist for a permanent position.

What Are the Responsibilities?

• Monitor central ticketing system to ensure timely resolution of issues- from initial intake to completion of service. Includes being accountable for setting and managing customer expectations via tickets, telephone and in person.

• Provide support and escalation assistance to Jr. Technicians.

• Assemble, image and configure client workstations, laptops and servers.

• Perform onsite and remote tech support troubleshooting of hardware, software and networking issues for various types of clients.

• Perform level 3 tech support at the desktop, server and network level, including installation, upgrading, troubleshooting and replacing.

• Document any and all changes to client environments.

• Document and log 80% of daily time activities (may be subject to change)

• Apply industry “Best Practices” to all client sites.

• Follow and develop check lists to ensure a consistent result for routine and common tasks.

• Access software updates, drivers, knowledge bases and FAQ resources on the Internet/intranet to aid in problem resolution.

• Leverage front-line client experience to identify sales opportunities.

• Answering phones.

• Other duties as assigned by management.

• Typical business Hours are from 8:30AM – 5:30PM, Monday – Friday, with occasional

after hours work and on-call required

What Are the Requirements?

• 2 – 5 years of experience in a managed IT services (MSP) firm.

• Ability to multi-task in a team environment is essential

• Ability to work under pressure with tight deadlines

• Ability to conduct research into a wide range of computing tech support issues

• Ability to effectively prioritize and execute tasks in a high-pressure environment

• Ability to absorb and retain information in a fast paced environment

• Must possess exceptional customer service orientation

• Must possess and demonstrate excellent verbal and written communication skills

• Must possess and demonstrate excellent interpersonal skills is a must as this is a customer-facing role

• Proven technical, analytical and problem-solving tech support skills

• Highly self-motivated and directed with a passion for technology and I.T.

• Post-secondary education in Computer Science / Information Technology

• Must have a valid Ontario Driver’s License and full access to a reliable vehicle

• Must pass Criminal Background Check prior to employment.

What Are the Technical Requirements?

• Experience with installing, configuring, administering, and troubleshooting a wide range

of desktop hardware and software (Windows XP, Windows 7, Windows 8, Windows 10)

as well as Apple OS X

• Experience with using Microsoft Office Suite including 2007, 2010, 2013, 2016 and 2019

• Experience with Remote Control Software such as Screen Connect and Remote Desktop

Connection

• Experience with troubleshooting printers, scanners and various other peripherals

• Experience with troubleshooting and supporting mobile devices iOS and Android

• Knowledge of Microsoft Exchange, Office 365, Gmail and other emailing apps

• Knowledge of installing, configuring, administering and troubleshooting Microsoft

Windows Server 2003 / 2008 / 2012 / 2012 R2 / 2016 / 2019 including Active Directory

• Knowledge of installing, configuring, administering and troubleshooting Linux

• Knowledge of networking concepts including TCP/IP, OSI model, routing, switching,

VLANs, subnetting, super subnetting and other networking concepts

• Knowledge of networking hardware including Fortinet, routers, NG firewalls, switches

and VPN appliances

• Knowledge of back-up hardware including tape drives, USB drives and Disk-to-disk

systems

• Knowledge of back-up software mainly Datto

• Knowledge of RAID including various RAID controllers and general RAID knowledge

• Knowledge of building, mounting, breaking, hot spare, RAID 0/1/5/6/10

• Knowledge of virtualization platforms including VMware and Hyper-V

• Knowledge of cloud platforms including as Azure and Amazon Web Services (AWS)