- Proactively assess clients I.T. infrastructure. Build and provide clients with thoughtful I.T. solutions up to company standards and related I.T. advice.
- Complete tickets once assigned, ensuring all notes are documented and tickets are closed out.
- Creation of new tickets as additional work is identified while at the client’s location.
- Provide onsite/remote technology support to a broad range of clients.
- Triage and document all issues, troubleshooting steps and final resolution in ticketing system with detail.
- Track, resolve, follow up, and fully document all customer support tickets as assigned.
- Develop and conduct basic training programs on how to use hardware and applications; draft user manuals and/or document process and procedures.
- Perform bench-level hardware troubleshooting and repair as needed.
- Preform any preparation work as needed for customer sites or projects.
- Perform preventative maintenance on customers' networks and systems.
- Assist the team with technology run rate projects and major deployments.
- Communicate daily with customers, coworkers, and management.
- Work as a IT Support Technician providing support remotely and onsite.
- Working within ticketing system to create tickets, complete detailed time entries, document notes and forward schedule where appropriate.
- Working with in house document management programs to add data to pre-existing assets (ie update/upload to IT Glue).
- Configure and set up a full range of IT hardware including but not limited to servers, hyper converged environments, workstations, laptops, tablets, Wi-Fi, WAP, basic router/WAN, switch and VLAN configurations and NAS.
- Setup Office 365 software including email configuration, manage tenants.
- Setup RMM sites AV, firewall, router configuration, server, WAP, UBI controllers.
- Roll out RMM and AV on workstations and servers as required.
- Troubleshoot and complete diagnostics for basic email user issues, office 365 products, workstations, laptops, tablets, OS related issues, printer/scanner, workstations, and basic server issues.
- Complete various level networking functions including Routing, switching and other network services.
- Support troubleshooting third party software including QuickBooks, Sage and others.
- Support Antivirus policies but setting up, completing software updates, rollbacks and general remediation.
- Complete Disaster Recovery set up and configurations related to all servers, workstations and 365 Microsoft programs.
- Provide Escalation Support to Help Desk Service Technicians or Junior level Support Technicians.
- Valid, clean drivers license/record and a reliable, fully insured vehicle
- 7+ years of desktop experience.
- 5+ years server experience
- 5+ years experience in advanced routing, switching, and wireless networking.
- Excellent hardware and software troubleshooting abilities.
- A+, Network +, Security+, MCSE, MCITP, MSCA, CCNA or equivalent a plus.
- FortiGate, Meraki, and Cisco routers and switches.
- Intermediate knowledge of desktop operating systems and Microsoft Office Applications
- Basic knowledge of networked workstation and server configurations.
- Candidates must have experience working for an IT/MSP Service Provider
- Ability to assist with lifting gear as required.
- Ability to work from the London office and travel to client sites primarily within Ontario.
- Working knowledge of ConnectWise, IT Glue and N-able/Solar Winds RMM
- Previous leadership skills.
- Ability to influence without authority.
- Previous sales or customer service experience.
- An ergonomically designed work from home office space.
Please feel free to reach out to me at [email protected] or via our website at www.rostie.com
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