Senior Technical Support Specialist

Live Assets | IT Staffing Solutions is hiring a Senior Technical Support Specialist who will be involved in day to day operations of IT function and will take ownership in escalated L1/L2/L3 issues.

This role is based in Toronto however requires travel to the US (10-20% of the time) to support company’s US Operations. A valid CAN passport (or B-1 visa) is required for this position.

Key Responsibilities:

• Support industry leading cloud-based software used within the company via phone, email, web and remote access, and in-person in Toronto and travel to U.S.
• Strong focus on cybersecurity, implementing cybersecurity best practices and working with users to ensure adherence to cybersecurity principles
• Collaborate with IT vendors to solve technical problems efficiently
• Maintains backup systems and archives
• Provides on-call end-user support after-hours as needed or during busy periods (e.g. new system deployments)
• Develop training materials and procedures for end users and IT staff.
• Manage inventory management of supplies, IT accessories, and mobile devices
• Support, document, monitor, configure, and administer the IT Help Desk. Take ownership and responsibility in escalated L1/L2/L3 issues.
• Performs software upgrades, plugin updates, and other IT system maintenance
• Helps resolve audio/visual issues in boardrooms
• Perform all aspects of the hardware lifecycle to include hardware repairs, upgrades and migrations. Support desktop operating systems, hardware and software with focus on PC (Windows 10/11) and Mac (all versions of macOS, iPhone, iPad)
• Troubleshoots issues and maintenance related work on Document Management Systems, Salesforce, and Office 365 and other cloud-based systems
• Diagnose and resolve hardware and software problems for end-users in-person walk-up, support ticket, email, or chat as needed. Documents solutions and procedures on the IT intranet portal as needed.
• Monitor IT infrastructure and applications for service interruptions and security incidents. Assists IT colleagues to resolve problems, and research, plan, and implement technical projects and new systems.
• Maintains phone system configuration, cell phones, and other user accounts

Necessary Skills:

• Intermediate knowledge of VMware and Hyper-V environments.
• Experience supporting enterprise network infrastructure, Microsoft Active Directory, TCP/IP, DNS, DHCP, WINS, configuring and maintaining anti-virus software, Windows Updates, IIS, Terminal Services.
• Must have a valid passport (or B-1 visa) and be able to travel to the U.S. for work.
• College diploma or University degree in a technical field or equivalent
• Experience with a 24x7 Support Operation and Level II, III support preferred.
• 6+ years of experience with Microsoft Office 365 and Azure and Intune/Endpoint Manager.
• Strong working knowledge of Windows 10/11 Pro desktop support and maintenance as well as knowledge of Windows Server 2008/2012/2019.
• Strong experience using: Veeam, Office 365, MDM, Intune, VPNs, and Cisco Meraki networks.
• Hardware experience with servers and workstations is required.

Would be a plus:

• Familiarity with database software such as Access, SQL Server or MySQL.
• MCP, MCSA or MCTS certification as well as A+ or Network+ certification.
• Experience with Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) software or any proprietary software product.