· Resolve end-user IT issues (i.e. password reset, software questions, PC hardware problems, server problems, Internet connectivity, configurations, and etc.)
· Provide one-on-one end-user support and problem resolution via telephone, email, and/or other vehicles of communication
· Deploy solutions/changes to client sites by creating a schedule of deployment with client to minimize user impact
· Support clients with tips to ensure routine issues and obstacles are avoided
· Monitoring/Resolution of issues relating to back-ups, server functionality, websites and other IT support systems
· Perform in-person, onsite repairs of hardware, printers, and other peripherals
· Build and configure solutions procured by and with guidance from Solutions architects
· Create client technology improvement proposals in line with company goals
· Attend and lead client meeting centred around improving and maintaining their technology levels
· Diagnose and resolve escalated network issues (i.e. LAN access and equipment issues)
· Build and configure router/switch configurations
· Recognize and resolve deeper and more complex issues and/or escalate to Development where resolutions cannot be found.
· Testing functionality of Panacea™, hardware repairs, and network
· Set up for Panacea™ demos, and be able to present on its functionality to clients
· Assist PC and network technicians by troubleshooting software, hardware, and network issues
· Install network interface cards, hubs, switches, network cabling, etc.
· Participate in moves, adds, and changes to network and systems access for new, departing, and/or promoted/demoted employees
· Accurately log work orders/help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process
· Prioritize work orders/help desk tickets according to severity
· Conduct timely repair of IT equipment covered by third-party vendor maintenance agreements
· Attend and/or conduct training sessions for end-users; create training materials for end-users (i.e. FAQ sheets) and document any processes
· Use help desk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs
· Compile, maintain, and file all repair records, reports, and other documents in IT Glue
· Partner with outside vendors and internal IT staff to coordinate seamless support of infrastructure
· Lead/manage major projects as needed with guidance from Solutions Architects/Management
· Maintain inventory of software licenses
· Responsible for keeping IT storage area well organized
· On-call rotation required. Must have Internet access from home. Required to carry a cell phone during business and off hours
· Perform and assist with disaster recovery operations, as necessary
· Perform other duties as necessary (i.e. internal hardware issues, inventory management)
· Lead team scheduling with priority guidance from management
Job Types: Full-time, Permanent
Pay: From $65,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
Experience:
- Server management: 7 years (required)
- Active Directory: 7 years (required)
- Network management: 7 years (required)
- Help desk: 7 years (required)
Licence/Certification:
- Driving Licence (required)
Willingness to travel:
Work Location: In person
