Sr. IT Service Desk Technician

General Description:

Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development. You will collaborate with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience and accomplishments. F12 is on a mission to elevate our employees. We are doing this by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders and their teams. We value humble service, self-improvement, hard work, and we are looking for like-minded-minded individuals to join us on our journey.

The Position: Reporting to the Manager, Service Delivery – Our Sr.Service Desk Technician is always available to resolve our client’s technical issues in person and remotely. As a senior technician, you will be an escalation point for our more junior team members and a point of contact for our clients and vendors. You will be part of the team that forms the core of our service delivery and will have ample opportunity to utilize your technical skills and troubleshooting ability. Working with the Team Lead, you will have advanced client knowledge and system knowledge including networking and servers: as well as advanced technical and computer knowledge. This role can resolve issues escalated from a Junior Service Desk Technician with increased speed and accuracy.

Responsibilities:

-Resolve client issues promptly and with exceptional customer service.

-Remotely support client networks

-Escalate issues requiring an on-site technician in a timely manner with thorough notes.

-Maintain accurate technical notes and activity tracking.

-Manage time and commitments.

-Participate in making F12 a fun place to work.

-Maintain a pleasant and calm demeanor in stressful situations.

-Maintain prompt communication.

Ability to troubleshoot server-based software issues with:

• Microsoft Windows Server 2003/2008 R2/2012/2016


• Microsoft Exchange 2003/2007/2010/2013/2016/Office 365


• Microsoft SQL Server (basic understanding)


• Microsoft Terminal Server 2003/2008/2012/2016


• Microsoft Hyper-V and VMWare


• Major AV/Security packages


• Citrix Server

-Knowledge and understanding of various server/workstation peripherals.

-Working knowledge of workstation/server hardware and software troubleshooting abilities

-Working knowledge of DNS, the internet and mail flow

Requirements:

• Minimum 3-years IT Help Desk/Support Experience


• Completion of multiple professionally recognized certifications


• Advanced trouble shooting ability.


• Understanding of virtualization technologies


• Experience managing and supporting 3rd party cloud services.


• Ability to be on-call/work after hours occasionally.

Job Types: Full-time, Permanent

Pay: From $70,000.00 per year

Benefits:

• Company events


• Dental care


• Disability insurance


• Employee assistance program


• Extended health care


• Life insurance


• On-site parking


• Paid time off


• RRSP match


• Tuition reimbursement


• Vision care

Schedule:

• 8 hour shift


• Day shift

Ability to commute/relocate:

• Markham, ON L6C 1T6: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you available/willing to work on-call/after hours when required?

Experience:

• Virtualization: 1 year (preferred)


• IT support: 3 years (required)

Licence/Certification:

• Microsoft Certifications (preferred)

Work Location: Hybrid remote in Markham, ON L6C 1T6