Tier Ii - It Support Analyst

TItle: Tier II IT Support Analyst

About Shing

Shing Digital has been in the IT business since 2001 and consists of 35 staff across Alberta. We are focused on growth and are expanding our Technical Support team and therefore need a passionate and enthusiastic IT Support Analyst who will help us drive the continued success of Shing Digital.

Do you thrive in a highly micromanaged environment where your activities are scrutinized continually, and your technical client list is continually changing? Then this posting is not for you!

Shing Digital is looking for a result driven individual who thrives in a highly supportive environment, where your success is driven by you and your personal goals and your work results with client satisfaction are what matters. If this is you, then this is the career for you!

The role is based out of our Calgary location, where you will be responsible for managing your daily, weekly and monthly work assignments with the assistance of your supportive team members and leadership. You will work closely with your Shing technical team, ensuring a high level of client satisfaction.

While a Microsoft Level 2 Certified designation or Level 2 Networking designation education is beneficial, what is more important is your practical experience and passion for client service and relationship building. You will work with an experienced technical support team who will support your success.

This position offers a competitive salary structure. Vehicle/Mileage and cell phone allowance is provided as well as a dedicated office space and parking space.

Responsibilities:

• Install, configure and troubleshoot internet connections.
• Analyze customer equipment performance records.
• Respond to customer service requests and provide technical advice.
• Configure systems and install/update systems and application software.
• Connect computers to wired and wireless local area networks.
• Inspect and set up new equipment.
• Install and configure Windows Servers.
• Keep records of maintenance work and repairs.
• Diagnose and troubleshoot hardware and related software problems.
• Test new systems to ensure that they are in working order.
• Install and configure security software such as firewalls and anti-virus tools.
• Manage your daily and weekly work assignments within MS Outlook, MS Teams and ConnectWise CRM application.

Requirements:

• Proven ability to quickly learn and understand complex topics.
• Assist in planning and organizing service activities (installing, upgrading and decommissioning of hardware and software applications).
• Research and develop solutions for a wide variety of IT service problems.
• Proactively identify potential problems within IT environments.

Working Conditions:

• Position will include work from a variety of locations, including office settings (Shing and Client), Onsite/Offsite.
• Occasionally work overtime to meet client deadlines or system malfunction repairs/fixes.
• Position requires a valid driver’s license and possess own vehicle.
• Salaried full-time position, including a variety of shift times from standard business hours to on call weeks.

Education:

• A+, Network+ or similar certifications would be an asset.
• CCNA designation, Microsoft Azure Certification, or similar certifications are a bonus.
• Level 2 Networking designation. (Cisco or Fortinet would be an asset).
• Microsoft Level 2 Certified designation would be an asset.
• University or post-graduate degree or equivalent in computer science, IT disciplines, or equivalent work experience.

Experience:

• 3-5 years’ experience installing. Planning and maintaining server hardware.
• 3-5 years’ experience working with managed network equipment.
• 3-5 years’ experience installing, planning and maintaining Microsoft Office 365.
• 3-5 years’ experience installing, planning and maintaining Windows Servers, Active Directory and Group Policies.

Success Metrics:

What does success look like at Shing? You need to be a team player, working closely with your assigned team members and team leadership. Working together to manage the assigned work activities and assist other teams from time to time. You should have a strong desire to share knowledge with your team members and be willing to receive ongoing coaching and mentoring. We want you to be successful in our family environment and we want you to want to have that same desire for your team members.